7 Messages
Restoration Time in Houston
Our internet/cable worked through the entire hurricane and went down after the storm passed. We cannot get an answer from ANYONE when our service will be restored. My husband works from home and cannot do his job and we cannot get through to anyone at Xfinity to get an any answers. Literally cannot get a live person on the phone, through chat, nothing! This is ridiculous! We will be switching to AT&T as soon as we can terminate our services with Xfinity.
XfinityDemitrius
Official Employee
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1.4K Messages
6 months ago
Hey @user_p1csnb, Thank you for visiting our official Xfinity Forums community support page. We greatly appreciate you taking the time to share your experience regarding the potential service interruption within your area. I would be more than happy to offer my assistance looking into this further for you.
I would highly recommend downloading our Xfinity App where you can easily sign in and find the status of the account and any service interruption that might be taking place in your area.
Alternatively, you can also use our Xfinity Status Center web portal where it will provide some of the same information. If there is no estimated time of restoration, I do apologize, but we also would not be able to provide an estimation.
If there is a service interruption, our technicians and engineers are aware of the issue and will work to restore services as quickly and safely as possible. Depending on the work, access, and more that needs to be done, it could delay repairs until our technicians have clearance to safely make the needed repairs.
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sochimom
New Poster
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9 Messages
6 months ago
I echo your sentiments. Exactly. What's worse Is my friends and neighbors with fiber or starlink never lost internet and here it is nearly a week later and no answers, no updates and what a [Edited: Language] resource the outage map is too Website and app only makes matters worse Why am I still with an old line, deep state, legacy service like xfinity or Comcast or Time Warner, or whatever they're called now when the future is now with fiber or even satellite.ala starlink. I'll be switching. I'm done with Xfinity.
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user_cpnr4d
1 Message
6 months ago
I also have had no internet since Monday. Xfinity should not require customers to request a credit. They should just apply them. Getting a credit is a frustrating and time consuming process. I will also be switching to a different company that stays on during storms and answers the phone and provides clear and timely information.
Xfinity is setting itself up for a class action lawsuit.
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user_Lr0692
2 Messages
6 months ago
I Feel your pain. We haven't had Internet since July 7 at 2:05 pm the day before the storm hit and we never lost power. I'm starting to think there is something else going on 🤔
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Watch.my.curls
1 Message
6 months ago
The no updates is what’s crazy. Every internet company has their bad days, but not being able to at least give an update? The freeze didn’t even have this kind of effect on services after it had passed. I run my phone service and internet service through them. I’ve got family that can’t get ahold of me. The only thing that works is the hotspot. My cell service is non existent, my Internet service is non existent, but my hotspot works? I’ve been using it on my iPad to connect my cellphone. Next I’m gonna have to deal with slower speeds. Lost wages, pain and suffering, xfinity *crickets*
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user_be5mva
1 Message
6 months ago
THIS A BOT OR PERSON FROMA DIFFERENT COUNTRY.
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user_udjfju
1 Message
6 months ago
How much longer will the Xfinity network be off-line? It’s extremely frustrating to hear that competing networks are at full operational capacity with no hiccups, despite power loss in a number of different Houston based communities. My family, as well as myself have not had any Internet, cell phone, service, and or cable TV going on five days, which is unacceptable. I have been a customer of XFINITY for six years and for the first time I have to say that I’m extremely disappointed in the reaction time in getting customers up and operational. Xfinity’s competing companies, such as AT&T and other small Internet providers are up and running with no problems; that being said, I will be switching and canceling my services with XFINITY.
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user_auxgxn
2 Messages
6 months ago
No update for when the connection will be restored. Cant contact the customer services! It’s been five days! And still nothing!!!! Im really disappointed xfinity, you better give us credits in the end or else ill force to switch to other providers
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user_y7tbp4
12 Messages
6 months ago
[Edited: "Inflammatory"]. Now I’m seeing that we won’t get back internet til Monday LOL
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user_9osyad
1 Message
6 months ago
I want to echo every comment on here. I have never seen such ineptitude by a company that provides a critical service. I’m sure the techs are working hard. I find no fault with them. It is the complete lack of any actionable communication from Xfinity that is totally unacceptable. They need to be investigated after this like the power companies weee during the freeze. If I can get out of my contract with Xfinity after this I will be doing so immediately. I’ve had power back on since late Monday but not a hint of internet. Thankfully I have great T-Mobile phone service and can hotspot my phone.
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user_6q75sq
10 Messages
6 months ago
I went by AT&T today now remember their Internet is not as good as an Xfinity just an FYI they are having outage issues. Also, the gentleman showed me the map where their outages were. So if somebody’s home does not have power, it does affect everybody’s Internet, especially if your Lights are on wire via a pole. I guess patience is a virtue you have power in your house. I’ll just switch my TV over to the DVD player and just watch some DVD movies until the Internet comes on before Monday, July 15
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user_5r5dts
2 Messages
6 months ago
I lost internet during the hurricane. It was then restored Tuesday night, and had been working great from then until around 1pm today when the internet and cable randomly went out. We had some rain, but nothing major- no high winds, no floods, no torrential downpours.
Now there is an “update” saying that service will be restored MONDAY??? Over 3 full days?? I have work to do, not to mention the fact that this Sunday happens to be one of the biggest sports days in recent memory with the Wimbledon final, Euro Cup final and the Copa America final all happening that day.
Why would my service be restored after a Hurricane, and now go out from the tiniest of “storms” today?
Something else is going on. This is very strange behavior, and very frustrating.
I have been a loyal Xfinity customer for over 13 years now, and I have never experienced anything like this. I used to tell everyone that, even though your company was the most expensive, you were worth getting because of the reliability and better technology. Now it’s been years since any major upgrades have happened to the X1 platform, other companies have caught up to your internet speeds, and, worst of all, you are no longer reliable. I went for over a year without losing service multiple, and now it seems to go out once every two months or so. I’ve had to replace my equipment multiple times due to your unreliability, and frequent service interruptions.
WHAT THE [Edited: Language] IS GOING ON? What has happened to this company? Most importantly- tell me SOMETHING about how you will fix it and become the reliable service I used to have! A credit is not worth my time, and not nearly good enough. I am pretty confident I will be switching soon, and I’m honestly sad to say that. So disappointed, but it seems I don’t have another choice. To pay over $200 per month for this is just plain absurd.
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user_dcb215
Visitor
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2 Messages
6 months ago
I feel like they not caring at all att work fine but like xfinity don’t work [Edited: "Language"] my friend got huge net and they work fine SERIOUSLY XFINITY yall suppose to be top notch butbyall at the bottom of the barrel right now like seriously get it [Edited: "Language"] together seriously cuz i missed out on work school everything important cause yall wanna takenyall precious time and the public WiFi [Edited: "Language"] not working stop lieing
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NepNep
1 Message
6 months ago
So, safe to say where I live, I was fortunate enough to have internet throughout the hurricane.
However, my internet shut down at 5:30 PM after thunderstorms rolled through the area at 1 PM earlier today.
And why in the world can we not reach an agent via call or chat during an outage? Makes zero sense.
Yeah, AT&T I go. In fact, I've already called for an appointment this Sunday to implement their services. Soon as Xfinity's back up, I'm canceling.
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cloudy202024
3 Messages
6 months ago
Yep this is getting ridiculous. The lack of communication and transparency is disgusting, the fact that service has been out almost a week and the only communications I have received are "due to the storm in your area and we want to be safe for our workers" 48 hours after the storm and it will be restored "ASAP" no ability to talk to a live human and get some context is very disrespectful. I will definitely be leaving xfinity after this catastrophe and [Edited: "Language"].
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