4 Messages
Power Since Monday, No Internet Since Monday Beryl Houston
How can we get actual updates on Service Restoration? I understand there was a hurricane, but the Outage Map online just says "As soon as possible" with no ETA and the online updates have no real information. I find a lot of links talking about Xfinity making their hotspots free to everyone, but I can't find any actual information about when the paying customer's service will be restored.
Again, I understand there was a hurricane and that everyone is working to restore service, but the lack of communication and available information on updates to the paying customers is becoming more obvious. My neighbors on both sides have AT&T and never lost service, that is making Xfinity internet seem a lot less reliable. This is now the second time in the last couple of months that service has been out for multiple days and both times updates and communications have been below subpar at best.
Can you please help provide any information. I am not trying to hold you to a specific time, but do we have any best guesses when we might get service back?
user_mjoxx3
5 Messages
10 months ago
Crickets…. No updates whatsoever. Poor customer service. What is ETA for internet in Houston?
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user_xvyoxy
1 Message
10 months ago
I'm asking the same question. The customer service is very poor, and there is no information about when the service will be restored. I didn't lose power during the hurricane, but the internet has been gone since Monday at 6:30 A.M. This is not acceptable, and I'm definitely going to be looking for a different supplier as soon as I can.
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user_tbdfj5
1 Message
10 months ago
Agreed. The homes around us with AT&T all have internet service (and did during the previous derecho storm). We are currently Xfinity customers and very disappointed in the unreliable service. Will be switching to AT&T ASAP!!
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user_pku7pr
3 Messages
10 months ago
Providing zero updates is unacceptable and not being able to speak to a live agent or chat with one is wholly unacceptable! Super disappointed in Xfinity (Comcast) customer service!
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user_r6eovz
1 Message
10 months ago
I agree. I'm livid about the poor communication and execution of service restoration. And to add insult to injury, if you attempt to call them, you are essentially disconnected and not provided ANY avenues WHAT 👏 SO 👏 EVER 👏 to talk to a representative. In a given year, I spend roughly $2k on Xfinity. To call them when I need them most and be shut out of taking to anyone is most disrespectful. So, to demonstrate that our relationship is now one of mutual disinterest, I'm moving my internet to AT&T Fiber. Xfinity, you are [Edited: "Language"] for this!
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user_phtc00
1 Message
10 months ago
I agree with all the comments. Unacceptable! I’ll be switching as well. Xfinity must be teaming up with Centerpoint for updates.
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user_kcfik0
1 Message
10 months ago
Xfinity has some MAJOR issues. All the comments are spot on! Can't talk to someone on the phone, can't look at an outage map, can't go into a local store. I wish I had options but I don't and it just [Edited: "Language"]. I work from home and am having to us my phone as a hotspot because the Xfinity hotspot doesn't work. This is a joke.
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user_ott1ge
1 Message
10 months ago
Definitely considering switching to AT&T at this point. The fact that there is absolutely no communication is [Edited: "Language"]. I’m a student taking online courses for the summer and it’s kinda ridiculous to have to keep begging professors to push back due dates because my wifi has been gone for 4 days now. The worst part is, when we gained back power, internet was working, but magically by the next morning, it was down due to weather. I’m kinda peeved too that on the outage tracker it keeps switching times and now just says “as soon as possible” be fr right now… And the message of “we will fix it when it’s safe”??? I’m sorry but I have not seen ANY Xfinity trucks or workers in my surrounding area at all and it’s been sunny. No rain or anything since Beryl. So irritating. Xfinity do better: this is ridiculous.
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user_3wsyoe
1 Message
10 months ago
I agree last month when the tornado hit our area a actual live power line was down across my driveway for 3 of the 4 days we did not have power but with our generator running we had internet. This time we have been without power now since Sunday morning, we got the generator up and powered things in our house...internet being one so we can follow the news and important information...and it worked fine until Sunday afternoon. I did speak with a rep from xfinity yesterday and they tried to tell me the internet was out because the power is out which I know first hand that internet does not have to power at the pole to work....and when I called them out on it all she could tell me was that when my power is restored my internet should be too and that it could take up to 7 days from yesterday. I'm so frustrated with this whole situation...this storm was in the water moving our way for over a week and we are suffering like this...4 days with no electricity, no internet to receive information, and on top of it xfinity cell service is [Edited: "Language"] too...come on! And at the end of the day Xfinity still wants our monthly payments made....I want my monthly services!! Oh and those FREE Xfinity Hot Spots are a joke...there is one supposedly across the street from my house and i cant even get it to pop up on my phone to connect to it.
Question is, What is xfinity going to offer their customers to make this right??? That's what I need yo know! I have been with xfinity for 10 years and this is ridiculous, I need more that a $8.00 a day credit for this service outage...I need my bill to compensate the stress of being left in the dark with no information regarding my safety, left in the dark by xfinity with failure to communicate, and compensation not only to by xfinity bill but my xfinity mobile bill since it barely works.
Another day of this and [Edited: "Language"] people are getting angrier with every passing hour
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user_q5a9du
4 Messages
10 months ago
I work from home and each day that I don’t have service I lose money. That is literally right now over $400. This check is for August 1, which I need to pay my rent it’s going to be short thanks to Xfinity not fixing my service. This is horrible. In my area, the sun is out and it’s safe, but no Xfinity trucks are working on anything. L I’m e everyone else, they have lost a customer. This is utterly unacceptable as I am a paying customer and deserve better treatment for my money. I’m done.
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XfinityPaula
Official Employee
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1.4K Messages
10 months ago
Hello @user_rsai8n Thank you for reaching out to our Xfinity Forums for help with information for the ongoing service interruption. I'm sorry that we have been down for this long and that we don't have an expected time for the service restoral yet. I wish that we had more details to provide and some type of estimation to share so that you can make needed plans for work, school and entertainment.
Unfortunately at this time we have the same details available as the Xfinity app and status map for the ongoing interruption. If you are not already, please make sure that your have your number added to your Xfinity account to stay informed of any new updates released. Our teams have been working around the clock to get everyone back online as soone as they can.
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