Visitor
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1 Message
Why I am not notified for outages
I work from home. Maintenance in the area has brought my Xfinity phone, internet and cable services down 2x for the entire day over the last 2 weeks. I don't understand why it's not possible to notify me in advance of these outages (especially since they're 'planned'). I don't think Xfinity corporate would like it if someone came in and cut their connection without notice and then said their connection would be restored sometime 'today'.
EG
Expert
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116.4K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJamesC
Official Employee
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2.8K Messages
2 hours ago
Greetings, @user_x18ee7! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about these maintenance repairs. You have definitely come to the right place for assistance.
The majority of our planned maintenance upgrades are performed during the overnight hours, between 1am and 6am, depending on the type of work that needs to be done. If these ended up happening in the middle of the day, it probably means there was a planned update that could not wait until the middle of the night, for some reason, or an overnight repair was delayed or extended due to extenuating circumstances. Either way, we should be able to find out what happened.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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