2 Messages
Outage
As school has just started for my home...one day after, we experienced an outage. I could get no information on why the outage took OVER the 12 hours reported for service restoration. There was no way to talk to anyone.... no information on outage after that longer than that FALSE report time. How can anyone check alerts or status when you don't have internet, you sign up for text alerts and don't get them? I am furious over the HUGE LACK of customer care suffered by everyone whom went through this. LIFE depends on internet service, and this is not the 1970's and we still use land lines as the main option for life. Poor service PERIOD!
XfinityRyanE
Official Employee
•
1.1K Messages
1 year ago
Hello @user_69adcb, thanks for reaching out to share your experience and express your concerns. As someone that uses the internet for just about everything, I agree on how important it is to have a connection.
In most cases, when an unexpected interruption happens, our techs will provide an estimated time of repair. This typically means they have assessed what we believe is causing the interruption, and are providing a time frame on how long they expect the repairs to take. However, when unexpected interruptions happen, this can mean that we don't know the full scope of the issue until repairs start. When this happens, the original time estimate is extended based on the new findings, and will continue to be updated as things progress or new information is discovered.
For the exact cause of the interruption, we actually have very limited information on the fine details, and most agents are provided with just an overview of what's causing the problem. So It's common for us to only see things like a down/damaged line, equipment failure, severe weather, etc. Rest assured, regardless of the cause, out teams will always work diligently until everyone is backing online ASAP.
For staying updated on the time frames, the Xfinity app is the best place to check for updates. It's updated in real time by our fields techs. However, if you are in an area with low cell quality and unable to check the app, you can always call 1-800-Comcast (1-800-226-2278) and the IVR will be able to provide you with the most update information we have.
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