Redwood City Outage

@EG​ thanks for flagging this into the right forum. Appreciate you. 

I do get where you are coming from @user_b024d9, and I do value your feedback. My team is online 24/7, so you can always circle back here if you have any other questions or concerns.

@XfinityVianney​ Thanks for acknowledging. I understand if you don't have any additional insight to share other than what's on the web. The text alerts have been the same for the past 24 hours.

It's super frustrating to be 36 hrs into an outage and have no details on root cause or time to restore... Even if the root cause is still unknown or the ETA is far off, it's a worse customer experience to be left in the dark wondering about services you're paying for. A simple notification to say "Hey we're still not able to determine the cause of the outage and as a result can't provide an ETA" - that would be better than the current generic response.  

Regardless, I appreciate you addressing this! Just providing some feedback that this customer <-> incident communication flow could use some serious work.

If you like, I can look into this closer to see if any new information is available. Send me a direct message with your name and address. 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

Not to pile on to this but after days of no updates, I finally get a text tonight saying it's resolved. Which would be awesome if it was actually fixed. I finally got through to support and they scheduled a tech visit for Saturday. I'm glad the tech is coming but pretty sure the outage isn't resolved because all of my neighbors service is down too.

It's like a comedy of errors in how this outage is managed. 

Thank you for reaching out @user_b024d9. We are happy to read you received an update. I am sad to read you are still having issues with your services. Would you be so kind to unplug your equipment for 20 seconds and plug it back in? If you are still having issues please let us know. Thank you kindly, we are here to help. :)

Thanks for reaching out to help @XfinityKrystal. I went through all the troubleshooting - first with the virtual agent (which times out a bunch so that took forever), then with a live chat rep. Their restarts and troubleshooting didn't fix my issue so they scheduled a tech visit. Like I said, it's great that they scheduled a tech visit but all of my neighbors are still down too so the larger issue doesn't seem to be actually resolved.  I can see on the outage map that the neighboring incidents through redwood city are still ongoing.  Basically my service comes on once or twice a day for an hour or so, then goes out again.  

Seems like from @user_8868dc's comments they're having a similar experience.  The only positive thing about Xfinity resolving the outage too early was that it finally let me through to support. 

Thank you, @user_b024d9. We would be more than happy to continue to monitor the status of the interruption in your area, to see that everything gets resolved. Please send us a direct message, so we can look into this further. 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

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