2 Messages
"Unplanned outage" over 24 hours no communication
Xfinity,
I would like a clear explanation of my current outage allegedly due to "severe weather" though we haven't had any weather events in over 72 hours. Even better an RCA.
Outage occurred 11:30 A.M 7/29.
First ETA was 11:50 A.M. 7/30 and since has been pushed out another 8 hours with no communication from your automated system.
Twitter team just repeats what the outage map says.
In my 8 year IT career spanning 38 countries I've never had an outage like this take so long to resolve with such poor communication on behalf of an ISP.
I can think of no reason why I a customer, have to chase ya'll down for answers.
XfinityEva
Official Employee
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1.7K Messages
2 years ago
@user_b2436c Thank you for visiting our Xfinity Community Forums for additional help regarding the interruption you are experiencing. At this time there is a new estimated time for 7:40 PM this evening. As you have seen this is an estimated time and is subject to change. Our expert technicians are working on this and can sometimes come across issue that may take longer to resolve thus providing us with a new estimated time.
Our information is consistent and can be accessed through different platforms for all users. You may continue to follow the interruption through the Xfinity app, online, or
by texting OUT to 266278 (COMCST) to check for interruptions in your area. (Data and messaging rates may apply.)
If the interruption shows cleared and you are still experiencing issues with your services please send us a direct message for further assistance.
To send a direct message:
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user_b2436c
2 Messages
2 years ago
A possible resolution of 7:40 P.M. is insane.
Same thing twitter keeps saying too.
That's a total of 32 hours down unplanned.
Nothing I'm aware of short of having to rerun miles of cable takes close to that long.
A $20.00 credit to my account isn't gonna be sufficient reimbursement for the production loss.
(edited)
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XfinityEva
Official Employee
•
1.7K Messages
2 years ago
@user_b2436c Restoring services to your area is our priority at this time. Once the interruption is resolved you can check to see if your account qualifies for a credit by going to our Status Center (make sure you are signed in) > Tips in case of an outage > Check eligibility.
In the meantime we recommend checking for nearby Xfinity WiFi hotspots that can help keep you connected while services are restored.
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