Superior Colorado outage communication

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

Good evening, and Happy New Year @user_31194f! I hope everyone in Colorado is staying safe with the fires. Our team can definitely look at your area and see what information we have available. Please do keep in mind, if your area has been impacted due to power outages we would need to wait until those services are fully restored. However, we are more than happy to help any way we can. 

For your reference you can check the status of any service interruptions from this helpful link https://comca.st/347RI3P for service interruptions anytime. Please let us know if the link provided the answers you were looking for. 

As requested I went to the feedback site and submitted.  It seems like a bin that maybe gets reviewed or likely gets discarded or unused.

I also recalled the Ask Tom K site to report concerns higher up the chain.  This actually worked in the past for me.

I guess I don't know why since I submitted my concern here to a Comcast customer service employee that I'm being referred every where and anywhere without them escalating and actioning a legitimate concern.  I requested escalation, why am I being sent to canned sites or canned information that likely will not result in a positive customer outcome.

Again I ask you to escalate to your management.  We are a town devasted by fire and Xfinity is no where to be found.

Xfinity has done nothing to communicate to its customers how service will be restored. I have used the app, requested text messages and hove received nothing. 

Xfinity keeps sending these messages which do not help at all. We know the service is down but there is no communication from Xfinity when the service will be restored. 

Page provide above https://comca.st/3zhYBeo does not work. SMS messages do not work either. Xfinity app support does not work as well. I’m sure the next response from Xfinity will be a long message with the same useless info

OK Xfinity,  YOU ARE NOT GETTING IT! - These canned responses are NOT HELPING ANYONE. 

Folks. I am a Superior resident and I am a communication technical expert by trade.  I have also tried to keep informed with information coming from the town Council about this issue but they are somewhat in the dark as well. 

I will, for the moment, try to take point on behalf of those affected Superior even though I have no real designation or authority.   I will be trying to escalate within Xfinity ASAP.

This is not about missing a Bronco game or other TV show, this is about basic communication needs for the victims of a major tragedy and Xfinity needs to step up.  Let me see if I can make any progress.  We will post status on the original  OhOh27 Facebook group and here as I get any info. 

Directed to superior and Louisville residents.  Even Xfinity management doesn't get how terrible their comms are.  Email  below is from the Xfinity Ask Tom K site response I submitted.  This after I replied explaining after my first note that every utility except Xfinity is providing status, actions, and plans.  

Amazingly bad!

Thank you for your reply, for providing additional feedback. We are constantly working to improve our processes and customers such as yourself are vital to Comcast. Without your input, we would be unable to recognize which areas need the most improvement. Please keep in mind our technician operation teams are not required in reporting in-depth information to our care departments, they provide a basic courtesy of communication that there is an interruption of services and when they might be restored.

Please do not hesitate to reach out to us if we can be of any further assistance. 

Sincerely,
Jennifer W.
The Office of Tom Karinshak

I am sitting in the Xfinity office in Boulder as I am writing this.  Bottom line so far is that they are trying to feed me the standard lines of "we have very limited access to repair information".  This of course is not good enough and an attempt is now

being made to escalate.   More later ...

Ok, current information / ETA is that the outage is to be resolved by 1:40 this afternoon. 

Well, it's 1:55.

No Xfinity service.

No communications

No plan

No status

No idea

The only thing that is clear is that Xfinity had no idea how bad their major incident management abilities are.

Funny, that if you're ever late with a payment, they are all over that like stink on...well you get the idea.

Side note - centurylink never sent comms either, oh but wait, it's because their service didn't have a major 3 day and counting outage.  Their customer s can get online like nothing happened!

I think Jared Polis would be interested in this thread. Does anyone have connections to get this to his eyes?

Maybe this is a chance for the town to cancel the Comcast franchise agreement and get someone in who actually understands customer service. Z19

Yup.  Not surprised really.     

Like user_31194f I have sent a message in to Tom Karinshak.    The 1:40 line I was fed seems to have been exactly that. 

My expectation is that Xfinity/Tom will not reply.  I am still trying to infiltrate the system but thus far it is a brick wall of, "I'm sorry, we have no way to get any additional information".

Sigh.

BTW, I love the Polis idea. 

We have a news media rep who is a friend and who had reached out to us for comment on the fire in general. We declined to comment but I'm starting to reconsider.  It is difficult to throw rocks at this time when I am so grateful for the blessings we have had through all of this.  On the other hand if we can help, well...  

Sigh ( again ), 

I just spoke with Xfinity again.  They gave me a new ETA of 1:07 AM MST.   The fact that it says "1:07" specifically makes it seem bogus and calculated to me.  More like a Dominos pizza delivery ETA than a major system outage.  

I guess we'll see.