Restoration Time in Houston

I received a text message that my service was back up at 9:15 today and it wasn’t. I did contact AT&T for new service However, I will not be able to get fiber in my townhouse. I have to go with AT&T Internet  which is extremely a lot slower. I’ll have to stay with Xfinity Internet just remember AT&T Internet is expensive and it does go out too. There are certain areas in Houston that don’t have AT&T Internet either. They’re not sure when they’re gonna get service. Also, their cell phones services is expensive. I have a T-Mobile however I tried there and it’s too slow.

user_6q75sq<--- Are you an XFINITY employee?? While what you say is true, most people do not need that speed.  At least, they can accomplish simple work tasks. Speed like what the cellphone has (5G) is good for old folks.

Hi there and welcome to Comcast @user_9z8r7g. I am sorry to hear that your service is still not working. Our local team is working hard to get everyone back and running. Here is the most recent update provided by our local team in Houston on July 12, 2024, 7 p.m.

SERVICE RESTORATION UPDATE: Xfinity and Comcast Business service restoration will continue throughout the weekend, as our crews work around the clock to get customers back online. Power outages account for most of the internet service interruptions. You may know your home needs power for the internet to work, but there are many other points in the network that are also power dependent.

You can visit Comcast Texas to view the recent updates. 

In the meantime, you can take advantage of our Xfinity WiFi Hotspots. Comcast has opened all operational Xfinity WiFi hotspots in the Houston area, free of charge, to all residents. To find the nearest Xfinity WiFi hotspot click here, enter your zip code and zoom in to your street level to see the available WiFi hotspots.

You keep referring people to the comcast page. There is no information there except for face saving PR messages. Your communication systems are as bad as your maintenance and service. 

@XfinityRoberto​ You do know that your canned response messages just make people mad, right? We don't want to hear that you are working on it. I (we) want to know why it worked after the hurricane and then quit working after the hurricane.

I am sorry you feel this way. Since I work remotely, it is hard for us to see what is going on there. We have to rely on the information that the local team in Houston provides us with. 

@user_9z8r7g​ 

what was your “estimated restoration time”?  Ours is tomorrow at 5:14 PM, exactly one week to the second of the reported outage.  Needless to say, I have ZERO faith we’ll be back up and running.  

@user_9z8r7g, I am happy to take a look at your account and see if there are any updates to your account.

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.

@XfinityRoberto​ Just did it about 5 minutes ago and patiently waiting on a reply.

Just remember, AT&T has a lot of data breaches going on right now. AT&T also their Internet speed is not that great. If you get fiber, it may be faster. I don’t know. I live in a townhouse and I can’t get fiber. I get a slower Internet speed with AT&T that’s why I switch to Xfinity now this happened with the hurricane, my Internet came on right away when we had the bad windstorm here in Spring Branch back in May lost my power for a couple of days and my Internet came on right away 
I know there’s a wire down on Westview between Bunkerhill and Blalock  and the police cars have been there nightly 24 seven until this wire is put back up that probably has something to do with my Xfinity Internet

user_6j575q your frustration is completely understandable, however please understand that we can only provide you informaiton that is available to provide. As repairs continue to be made we will be able to obtain and share additional information over time, but we do pride ourselves on transparency. This is why we let you know we are still in the waiting period.

My cable mysteriously went out Thursday. I can't talk to anyone or get straight answers. The excuses are not adding up. I prepaid and T-Mobile has the same deal so hopefully I can get away from them next week.

My power came back on last night and my internet worked fine until about 11pm. Then all of a sudden there is an unexpected outage. This is ridiculous. There is no official ETA, just says ''As soon as possible". Can you be anymore vague than that? I called the customer service number only to get the same answer with the added "an agent will not be able to help". Then what's the point of having them if they can't offer assistance? I'm so close to being done with Xfinity all together. 

Howdy soul_reaper

Please know that getting everyone back connected is always paramount. The safety of our crews is something that is always number one, and we are not able to dispatch any teams until there has been an all clear on all power related repairs to begin our work.

Regardless if your location has power, the commercial power grid that powers our equipement is not restored yet. Unfortunately, as of now, we do not have an update for you. Hurricanes are an extremely tough situation to recover from, to be fully transparent, I do not expect to see much movement on repairs for another 48 hours based on the scope of reported damage. 

I have personally assisted for many hurricane recoveries in Texas and Florida, so I am only basing these estimates on experience from prior Hurricanes and the obstacles we faced during those. Hurricane Harvey back in 2017 was extremely hard for the power companies, and from what I am seeing, Hurricane Beryl appears to have done far more damage than Hurricane Harvey to the cities' infrastructure. 

Hi @XfinityThomasB,

Just to clarify, I saw that you commented yesterday morning (https://forums.xfinity.com/conversations/customer-service/still-no-internet-a-week-after-beryl/6693c626d917b4660c277e19?commentId=6693c772d917b4660c277e3d) that there wouldn't be much progress on repairs in Houston for 48 hours. Is the 48 hours you mention here an official pushback of the ETA by Xfinity, so instead of seeing progress/updates start around Tuesday morning (July 16) we won't see any sort of progress until Wednesday afternoon (July 17)? 

Thanks.

@XfinityThomasB, how is your website claiming that 90% of outages are restored when the localized outage map has shown no improvements? Start by giving out actual data, stating how many people lost internet access and how many people have been restored since then. Don't hide behind vague percentages and maps that don't allow you to see the full picture. 

Literally, all we are asking for is better transparency from Xfinity/Comcast. We understand y'all are not wizards and cannot fix things instantly. Atleast treat the customers like the paying adults that we are and provide useful information.

Good morning soul_reaper, I am being 100% transparent. Recovery post natural disaster is extremely hard to predict. We are experiencing a good amount of equipment failure as our nodes and heads ends come back active. Unfortunately, the first step of the process is turn things back on and see what is having issues, so that would explain the intermittent connectivity. Once the techs are able to get a handle on what is wrong, they can work to advance repairs.

Regarding the 90% quote, our Houston footprint includes the surrounding towns, I can assure you that we are getting strong portions of the area up and running pretty quickly, but some areas are received extensive damage that requires a good amount of attention.