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user_wn1207
1st Topic
1st Like

Visitor

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6 Messages

Tuesday, July 16th, 2024 1:51 PM

Closed

What is happening in Central Houston/Museum District???

For days, you strung us along with promises of restored service by yesterday, July 15 at "5:50pm" (precision now grimly hilarious).   Of course 5:50 came and went, and the service still isn't on.    Now you're providing no predicted time of restoration, just "as soon as possible", and the outage map is still a sea of solid blue blobs downtown, Medical Center, and Museum District.    Everyone gets that the storm exceeded expectations as to severity, but the level of information you are providing is extraordinarily poor, and the AI chatbots apparently manning your systems are insulting. 

What is taking you so long?? 

Question

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Updated 

1 year ago

100

2

user_e4rt0z

11 Messages

1 year ago

According to their Texas blog they are 90% complete with repairs (ans of 7/15)  and appear to be completing 10% per day. 

https://texas.comcast.com/alerts/

The math isn’t matching. Someone is lying 

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user_wn1207

Visitor

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6 Messages

Tend to agree.   Look at the outage map at https://www.xfinity.com/support/statusmap and all the blue dots meaning greater than 2,000 homes without service.  Hard to think that's representative of 90% restoration, unless I'm in the unluckiest part of Houston.  

1 year ago

0

XfinityGabriel

Official Employee

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2.4K Messages

 

user_wn1207, Hi there! Thanks for taking the time to visit our forums page for help with whats happening in the Central Houston district. I hope you and your loved ones are safe, and we appreciate your patience. We know how important the services in your home are to you. Please know:
  • The delay could be the result of a local public power outage and/or damage to our network that serves your neighborhood.
  • We'll work as quickly and safely as possible to restore your service.
    • Typically, we must wait for local power companies to first restore power to your neighborhood and then allow our teams into the area to repair our network.
  • It's possible that public power could be restored to your home or business (or that you have a power generator), but the location of the Comcast network serving your neighborhood still doesn't have public power, which must also be restored before your services can work properly.

What I will do from here is continue to stick with you and follow up with you within the next 24 hours to ensure we get the services restored back to normal. How does this sound?

 
 

 

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1 year ago

0

user_wn1207

Visitor

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6 Messages

Hi @XfinityGabriel ,  yes please follow up, though I'd hope that in 24 hours the service is restored.   I appreciate your concern, but one of the reasons that people are so frustrated is you and your colleagues saying things like "it's possible that the location of the Comcast network serving your neighborhood still doesn't have public power."    How is it that seven days after the storm you don't know that for sure?    I live in a GIANT area including Montrose, Medical Center, Museum District and Downtown that currently shows on your outage map as a sea of blue dots each denoting at least 2,000 outages.   It's impossible for me to believe that somebody at your shop doesn't know precisely why this giant swathe of Central Houston is still without internet service.     If you would just tell us the real issue, and how long it might take to fix, then we can make intelligent decisions about whether to a) wait for you to come back; or b) cancel service and switch to AT&T or T-Mobile.

1 year ago

0

user_nkhjcz

19 Messages

@XfinityGabriel What about 77055? Will you be following up on us too? Just like @user_wn1207 everywhere around us shows >2000 outages. What's the deal? Where are the Xfinity techs working? When can we expect to see them near us? What areas are they working in now and what's next?

1 year ago

0

user_nkhjcz

19 Messages

Like the OP posted, what exactly is the problem here? How is it being addressed?

Give us something instead of just copy and pasted responses with no information of value other than, "we're working on it, please hold."

1 year ago

0

user_9svn4a

1 Message

1 year ago

Two technicians were At our house for hours today and tested all our equipment and connections. The problem is external to our residence and there is no way that 100% of service has been restored when I know for a fact, the outage extends to Caroline, Maine, Fannin, Hermann etc. I want answers, please

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