Portland Outage status update

Hi there @user_smdutj. I am sorry to hear that you are not able to work from home due to the interruption in the area. I work from home so I understand how important a reliable connection is needed to assist your customers. Have you checked out our website https://www.xfinity.com/support/status to see any updates on the interruption in the area? 

Hi Roberto - chat just says an outage has been detected and then asks if I want text updates. 

@user_smdutj, I am sorry to hear that you are not able to get an update. We are happy to take a look at the account and provide you with an update.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Let me know if you have any questions.

Thank you. I'm in 97209 and chat still just says it's detected an outage and then asks if I want to receive text updates. 

@user_smdutj​ I am also in 97209, out since 9/13. :-(

Hello @user_0wg09m, I know those service interruptions are never fun to be in, but Xfinity does a great job of deploying our techs to get customers back up and running. Have you been able to review the Xfinity app for any updates estimated resolution details? 

Hello, @user_p7zj1l. I hope you and your loved ones are safe, and we appreciate your patience as we know how important the services in your home are to you. There may be a variety of reasons for a service interruption. In cases of severe weather it's possible power could be restored homes but our network serving your neighborhood is still without public power, which must also be restored before your services can work properly. In those situations, we ask for your patience — our teams work hard to get our services back up and running so you can be connected again.

The most effective way to get interruption updates for your area and information about your service is to visit https://www.xfinity.com/support/status or use the Xfinity app. Updates and resolution information, when available, will be provided there. 

If you've registered your mobile phone number for Xfinity text alerts, you'll receive proactive text messages for certain service-impacting information types providing that information. You'll also receive estimated resolution timeframes, periodic updates and a final message when the services are restored. Learn more here. 

We have had power back since Saturday night. We do not still have an outage. 

I received the same rude message - although got the update for my address for estimated time of tonight when I got to direct customer support.  If helpful, everyone in our neighborhood with CenturyLink has had no interruption in service.  

@user_v92lz4​ Same. Everyone with CenturyLink has service. Xfinity told me all providers in our neighborhood have outages, which is not at all true. Really hoping we get restoration soon. 

@user_0qv9tx We understand that this service interruption is still on going for many customers, and we can assure you that our repair team is working to get this resolved as soon as possible. You can use our Xfinity app to check in for any updates. Do you have the app? 

I don't believe you. You are still hiding behind the power outage as the reason for the Xfinity outage, but power has been restored for several days. Your inability or unwillingness to communicate with your customers about expected restoration timing is pitiful. Xfinity does not deserve our business.

@user_0qv9tx We can check on our end if there is a time of restoration being provided at this moment. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

97229 No phone/internet since 1/13 - also work from home, and no access to xfinity wifi (which is supposed to be the "backup" in case service goes out).  Website is worthless, constant looping errors. Xfinity assistant won't provide any response aside from telling me I have an outage...same issue if I try to call in. 

I have been trying to get help with the xfinity wifi problem all week, and have run up a $$$ bill with my cell company purchasing hotspot data to maintain my business.

This is NOT WEATHER related (power was restored over a week ago), I have multiple screenshots showing the numerous online failures, there are clearly system problems going on that customers Should be receiving rebates for but Xfinity claims it's weather.  PLEASE PROVIDE UPDATES

Hi there, @user_l8jvdo ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to look into your service concerns. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   Click the "New message" (pencil and paper) icon
•   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
•   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
•   - An "Xfinity Support" graphic replaces the "To:" line.
•   Type your message in the text area near the bottom of the window
•   Press Enter to send it

Thank you very much for reaching out to us here @user_rrbzew. I would be happy to look into any estiamted time out there for you from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

Their estimated time of getting service back is worthless. I've gotten three different times in the past 2 days that have come and gone with no service restored

When you visit the Xfinity Status Center or log into the Xfinity App, does your location show that there is an active and current service interruption? 

@user_rn90yt​ Same!  I got three different times within 6 hours - currently the app and the text from comcast conflict! 

@XfinityDemitrius​ The Status Center is not working - I am logged in to the account, but Status Center tells me to log in, then returns 

400 Bad Request - Request Header or Cookie Too Large

If I try to check for outage, https://www.xfinity.com/support/statusmap returns

This Page isn't working right now (Error 431)

I do apologize, @user_l8jvdo for the inconvience. If you would like to DM me your information I can check and see if there are any new updates regarding your service.-Richard

@user_v92lz4 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

Literally the same in 97231. 12:45 am estimate came and went. This is all so disheartening. Not a single Xfinity truck in sight…

yeah, i've never seen one since the down started on 1/18 in my neighborhood and only a few total even driving around portland.  i saw dozens of pge/electric trucks in the days after the storm and between the 2 waves of storms, but comcast pretty invisible at least in sw portland.

thanks.  good to know..  would be wonderful if comcast would just communicate so that we could all make plans on how to manage this outage.

Further update - they're going to try to install a "temp line" today to see if they can fix the issue.  There is a tree down on the stairs walkway (over the creek) and they can't fix the actual line until the tree is removed (not sure who's responsibility this is for removal - city?).  So no promises that anything will happen today, but if it doesn't the best indication for timing will unfortunately be when the tree is removed.  

Went and took a look. I can verify that part of a tree came down & pulled cables that go across the creek down. I can also verify that this is about 1/2-3/4 up the south side bank, nowhere near the bridge. A guy with a chainsaw could clear the path in less than 5 minutes, I suspect, or alternatively a person can just step over the fallen portion of the tree. It’s fully down. I can also verify that there was no sign of any Comcast truck or employees. Asked a couple folks and they hadn’t seen any either.

Comcast was out late morning - they successfully installed a temp line so our service came back - went out again briefly this afternoon but now back up again.  They will need to come back after the tree is removed to install a more permanent solution but at least they were able to fix for now. 

oh that's great.  i guess this isn't whats causing my outage as i'm still down, :(