Visitor
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3 Messages
Six days straight with multiple hours long outages
I am now on day 6 of having at least one multiple hours-long outage for my home internet. One just happened a few minutes ago.
Each time this has happened, the outage is almost instantly acknowledged on the app as "network damage" that is "under investigation". The outages are always estimated to be 3 hours long, and they always resolve after about that long. They happen at random points of the day, but always last for about the same period of time.
I need to get in touch with someone to get some answers about what is happening here and if a permanent fix is in the works. Thankfully I am not working this week, because this would be a completely unacceptable disruption of my work schedule. But it still [Edited: "Language"] quite a bit to not have reliable Internet access for my days off.
I have confirmed with neighbors that it is happening to them too, so it seems to be some broader issue in the neighborhood infrastructure and not just a problem with my house.
Please do not tell me to power cycle my router or anything, that is not the problem. There is some major outage going on completely out of our control and I would really like to be advised on how to reach someone that can give us an estimate on when it will be permanently resolved.
Accepted Solution
zpt261
Visitor
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3 Messages
3 months ago
Just wanted to share the resolution here. I got an appointment scheduled for last Monday with the help of XfinityBenjaminM. After a few days of being pestered by both the automatic and call-center directed support processes to try to close the appointment ("it looks like you're back online, are you sure you still want this appointment???"), I finally had someone show up at my house. He took a look around and confirmed that there was an issue with a local "node" (his word, not mine). He tried to put in a support ticket on _his_ end for that, but apparently was told that it was already being worked on and that there was nothing more he could do. He said that I should receive some kind of notice when the maintenance was complete. I received no notices other than the usual "looks like you're back online!" SMS that I usually got after these outages. Since then, there have been no further outages.
It would have been really nice to be notified if xfinity is aware of some broader local issue instead of having to constantly go through the various low level support channels that tell me to restart my router. I understand that that is a common troubleshooting step but this was a situation where I wish someone could've stepped in and escalated the situation past all of that. I'm thankful that the support people here were able to get an appointment scheduled for me at least.
(edited)
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XfinityBenjaminM
Official Employee
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2.8K Messages
3 months ago
Hello! Thank you for reaching out to us here on our Community Forum. We'll be happy to look into this further and see what is going on in the area. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:
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