B

Visitor

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1 Message

Wednesday, February 15th, 2023 1:32 PM

Closed

Internet outage due to “scheduled maintenance”

What is Comcast’s definition of “scheduled maintenance” ?  An oil change and a tire rotation?  

Why why why does “scheduled maintenance” have to be done during broad daylight when many people are working?

Expert

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2.1K Messages

2 years ago

Some of this is also part of necessary network upgrades.

Visitor

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2 Messages

2 years ago

WE NEED TO KNOW! Give us a window of time! Something! We need to plan ahead for this!!!

Visitor

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2 Messages

2 years ago

We understand necessary upgrades.  What we are asking for as customs is how do we find out what the scheduled maintenance windows are so those of us that work from home know how to plan ahead of time.  I am in the 2nd day for my neighborhood to get a status message of Xfinity Legacy TV and Internet our out do to upgrades.  Yesterday the Xfinity service sent me a text at 5:15pm saying the outage was fixed and asked me if it was ok.  IT worked great all night.  Then today it goes out at about 7:30am est and then I get another status saying more upgrades and neighborhood will be without service again.  But it doesnt say for how long.  WHERE IS THE SCHEDULE POSTED SO WE CAN FIND OUT WHEN THIS IS GOING TO HAPPEN ?

Visitor

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2 Messages

2 years ago

This below information is posted right on the xfinity site.  We ARE NOT getting any advanced notifications about these scheduled maintenance windows:  (the link for this information is https://www.xfinity.com/network )   Why are we not getting these advanced notices?

Be prepared and stay informed with real-time text alerts

We'll text you the day before the network improvements begin in your area
During the service outages, your equipment and services will be offline. Depending on your equipment, professional monitoring may switch to cellular backup.
We'll text you when the interruption is complete and your service is restored

(edited)

Contributor

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473 Messages

@rchorton Hi there! We would like to take a further look into this for you.

 

To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast. 

Problem Solver

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672 Messages

2 years ago

@Buster8663 I definitley understand your frustration with the scheduled maintenance process. Due to the upgrades being done, we have to choose a time frame that works for our technicians. They are replacing equipment and need specific resources and daylight. I have had the feedback to have this switched to overnight, that would delay the restore time even more. 

Visitor

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2 Messages

@XfinityZacharyA​  How long is the 'scheduled maintenance'? 2 hours? 4 hours? 6 hours? etc... Time is money for some of us.

Official Employee

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1.2K Messages

@user_8f45a1 the timing for the maintenance varies, but the Xfinity app should have an estimate when the work will be resolved. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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