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user_samz4d
1st Topic

2 Messages

Sunday, July 14th, 2024 12:35 PM

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Still no internet a week after Beryl!

I’m located on the east side of downtown Houston, and despite having power since 7/10 (the hurricane hit 7/8), I still have not heard a peep from Xfinity about when internet will be restored. Their outage map is garbage and hasn’t been updated since the hurricane. Has anyone heard ANYTHING about an estimated restoration date? I’m about ready to switch over to AT&T after this lack of communication

Question

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Updated 

9 months ago

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XfinityThomasB

Official Employee

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1.9K Messages

10 months ago

user_samz4d Please know that getting everyone back connected is always paramount. The safety of our crews is something that is always number one, 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. 

 

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user_samz4d

2 Messages

@XfinityThomasB​ no update or timing estimation is unacceptable. I was also here during Harvey and never lost internet access despite living right in the middle of the city. 

and yes, thank you on letting me know these are hard to recover from. I’ve been through SEVERAL hurricanes after living in Houston my entire life and this is by far the longest I’ve gone without internet. AT&T is up and running, why isn’t xfinity? 

10 months ago

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XfinityThomasB

Official Employee

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1.9K Messages

user_samz4d, As a corporate based employee, please know that your satisfaction and confidence is always paramount. We greatly appreciate you following back up here in our public forum space. The reason that our team asks to keep these conversations in public is to help all the other people in this situation asking about the status. Other users could land on this post and save them time and frustration waiting to check on a status. Most users in the hurricane area are limited connectivity so that time they do have connected is always of the essence.

 

We are incredibly sorry that we are not able to provide more concrete details. Our community here on our forums and Reddit is unique, we always try to keep our conversations right out in the open for complete transparency. I apologize if that was a surprise. I included a link to the forums guidelines page for review. All of our users on these forums are aware of these guidelines, our request to keep the discussions in the public space is standard practice. 

 

https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

 

Power must first be restored to the local Xfinity network serving your neighborhood - before our technicians can begin work to restore your Xfinity services. Following that, we’ll work as quickly as we can to safely get your services back up and running. You can always check for a nearby Xfinity WiFi hotspots, you just need to sign in to any xfinitywifi network using your username and password.

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

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EG

Expert

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110.2K Messages

10 months ago

The concern is not "accessibility / disability" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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user_k6759e

1 Message

10 months ago

Not one peep. We never lost power. Our cable and internet worked all day on 7/8 and into the night. When I woke up on 7/9 - nothing. And, nothing ever since. No explanation, no communication, nothing. 

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user_a46amz

1 Message

10 months ago

It is going on 10 days with out wifi all of our streets have power everyone and yet still no wifi I work from home and this is ridiculous no update nothing just a as soon as possible  message i want out of this contract at this point I don't even see xfinity  trucks in my area but I see them across town...im definitely switching  to a different  company I can't take it anymore  my phone barely has service I'm my house because of course I have xfinity mobile but I'm expected to pay for what I can't use correct...

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XfinityKassie

Official Employee

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1.7K Messages

 

user_a46amz Good morning! We appreciate you taking the time to reach out to our Community Forums Team. Not being able to access your services, can be super frustrating. To begin, can you please send a Direct Message with your name, and service address?
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

0

user_cc9557

Visitor

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8 Messages

9 months ago

2 weeks exactly and internet tv and home security still not working, made an appointment service man came but didn't bring a ladder tall enough to get on the telephone pole I only have gotten 7 days credit but I need 24 days + credit 

 

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