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abqlinda
Expressive Exchange
Conversation Starter
1st Accepted Solution

Contributor

 • 

21 Messages

Tuesday, January 31st, 2023 1:45 PM

Closed

Outage for days in Albuquerque

We have been Xfinity trucks for 2 days in our area, our outage has gone from no services at all, to sporadic service.  I can't reach some websites due to time outs or DNS errors.  

a technician did come to my home last week and installed new equipment but indicated 'everything in the street was fine' but then 2 days later services went down with 3 service trucks in the area out all night.

We thought services were restored only to find last night I still cannot work due to another outage which prevents reaching some websites.

I have cleared cache, I have powered down the modem; the mobile app for reboot does not reach the servers so that method does not work either.

Outage maps still shows outage in the area - can Xfinity let us know what is going on so that we at least have a timeline for repair?  Was this a cyber attack on the system or is the equipment failing?

Question

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Updated 

2 years ago

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10

Was this helpful?

b-at-rio-grande

Visitor

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1 Message

2 years ago

Same problem here. Tried switching to various DNS providers but substantial portions of the Internet appear unroutable. Rebooted modem, router, switches, computers, DNS cache, servers, etc. Issues with accessing work networks, VPN, and so forth. Started with modem loss of connectivity and reboots but the modem connection appears stable now though internet access still only partially accessible depending on the route or domain. Monday through Wednesday 1/31/2023 thus far with Tue/Wed being much worse.

(edited)

2

user_346f64

Visitor

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2 Messages

@user_d1ed06​ Exact same experience as you're having here.

2 years ago

0

CCAshley1

Official Employee

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746 Messages

Hi, I understand you are having internet concern. I would like to take a look into your service issues. Please send a private message. 

 

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
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.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_eceebb

Visitor

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1 Message

2 years ago

Similar issues here in Santa Fe. Certain apps don’t load using my Xfinity wireless connection, but they load fine when using a cellular connection. Went through several troubleshooting steps with the chat assistant but the problem was not solved. What is going on here Xfinity?

0

user_44c56c

Visitor

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2 Messages

2 years ago

Exact same issue here. Started about 9pm last night and has not gotten any better. The communication Xfinity has with their customers is unacceptable. Give us something other than "we know there is an outage, please be patient". Some of us need internet to work and it would be helpful to know if this is a huge issue or something that is going to be fixed soon. Thank goodness for mobile hotspots and $5 rebate on my bill....

1

0

CCErika

Problem Solver

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339 Messages

Hello all. If you are experiencing any services issues/interruptions with your services, we would love the opportunity to look into them more in depth. Please send us a direct message for further assistance. I look forward to hearing to hearing from you!

 

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question.

 

I no longer work for Comcast.

2 years ago

0

user_3afebf

Visitor

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1 Message

2 years ago

Xfinity has the absolute worst customer service. Our service has been acting up since Thursday January 26, 2023. We have been unable to get an answer as to when the service will be restored. My wife works from home and currently is unable to work and in jeopardy of loosing her job. And what has xfinity done…nothing…no communication… no timeframe as to when service will be restored…absolutely nothing… 

I filed a complaint with the FCC and the next call will be to our attorney.

1

0

XfinityAmira

Official Employee

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3.8K Messages

Hello @user_3afebf, thanks for taking the time to reach out to us on our Forums page. We appreciate you being a customer with us, and it's upsetting to hear not only about your experience with our support teams, but also about the issues you have been experiencing with your service. As a team who also works from home, we absolutely know the importance of having solid and steady services. 

 

My team is here to help, and we would love to further look into your things on your end. To best assist you, please send us a Private Direct message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

(edited)

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

abqlinda

Contributor

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21 Messages

2 years ago

UPDATE - I heard from 'someone' who knows someone at Xfinity - system upgrade/maintenance entire west region.    Might be like this for 3-4 more days.  It seems if they told customers that this might be an upcoming improvement we wouldn't have the reaction that we do...at least I can use a Verizon hot spot once in a while to get some work done.  Those that don't have that option are left hanging.

If I hear anything more I'll let you know.

1

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CCErika

Problem Solver

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339 Messages

Hey there, abqlinda.  Thanks for coming to our community forums page with your service concerns. We definitely know how important a solid (and fast) connection is, especially these days with so many of us doing things from home! And I'd love to help out in any way that I can. So that I can take a closer look at the area and see what information we have with regard to these service interruptions can you please send me a Direct Message?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question.

 

 

I no longer work for Comcast.

2 years ago

0

ratheal1

Visitor

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1 Message

2 years ago

I agree with all of the complaints above. I’m ready to contact ABQ council to see why a company with such poor support and response to issues is allowed to have the monopoly for internet in Albuquerque. We too are seeing unreliable service, we pay way too much for a company to provide such poor service and is not responsive to our issues - the web site is of no help - calling is of no help since “agents can’t address your issues why service is out - call back when service is restored…..”. If there was any other reasonable service in Albuquerque, I’d drop Xfinity in a second. I’ve been a reliable customer for years, but that has no meaning to Xfinity or Albuquerque leadership. 

What I want is respect as a reliable customer - I deserve knowing what is going on, not just there is a problem and some estimated time for service to be restored…. - asking for a text to notify that service has been restored is a joke. I pay for service and I expect to receive the service I payed for, or to be compensated (credited for time service was unreliable….). 

Any answer to what is going on, when it will be resolved/completed is important. Otherwise, I too will be looking for some other way to get my issues heard from Xfinity and Albuquerque leadership.

1

0

CCChristopher

Problem Solver

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577 Messages

@ratheal1 Hello and thank you for reaching out here over our Xfinity Community Forums. I am so sorry to hear that you have been experiencing these awful service issues recently, that would definitely be really frustrating. You have reached the right place, and we would be more than happy to help. I see we have been working on the issue, so I just wanted to confirm, are you still experiencing the same issues today?

I no longer work for Comcast. 

2 years ago

0

user_346f64

Visitor

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2 Messages

2 years ago

It's now been a week and the intermittent connectivity and unresponsiveness are worse than they were the previous 6 days, yet the Status page on your website indicates that "everything is just fine, all green". This is part of the reason I lost my job yesterday. I'm writing this so that you know: IT'S NOT FIXED YET. And what do you know... I try posting this message and I get, "Network Error".

1

0

CCLysa

New Problem Solver

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617 Messages

Thank you for reaching out and letting us know about the service issues. I would be more than happy to review the area and provide any available updates. Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

user_d233a3

Visitor

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2 Messages

2 years ago

Yuup it's been more than 4 days without even the option to talk to anybody. No updates, no news, absolutely in the dark here about the whole situation. I've never seen a single Xfinity or Comcast truck in the area. I can't wait for another isp to show up. I have worked in customer service for years and I have never experienced anything as awful as Comcast just ignoring me.

The real funny thing is that I get a text messages to pay my bill, and an emailthat prices are going up due to inflation. Not a single update, no heads up about the outage, I cannot even speak to a real person, don't have internet obviously, no eta for service being back, nothing; but they sure have the time to remind me to pay.

Vexus can't come soon enough

1

0

CCTimothyA

Problem Solver

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785 Messages

@user_d233a3 Thank you for reaching out and brining this to our attention. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• 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.

2 years ago

0

user_3a18d6

Visitor

 • 

1 Message

2 years ago

The outage continues (documented on the app/status center)- it has now been over a week, with no communication about clear timelines or what to expect. This is now a threat to my employment, and is impacting essential patient care, as I work in healthcare. The phone system will not allow you to speak to an agent “until the outage is resolved.” Can we get true clarity on an expected timeline?

1

0

CCKorie

Problem Solver

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1.1K Messages

I know how frustrating it is to be without services, espeically if it is impacting your work. I'd be happy to look more into this for you. Can I have your name and address in a DM please? 

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the “chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

Izzy-Moonbow2023

Visitor

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2 Messages

2 years ago

Has anyones internet came back yet were still down???

2

0

Izzy-Moonbow2023

Visitor

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2 Messages

@Izzy-Moonbow2023​ Update our Technician told us it was a Distributed Denial Of Service Attack DDoS not sure if thats what it is but thats what they said is causing the outages. Not sure if we were supposed to know that but they have been pretty open with us.

2 years ago

0

user_44c56c

Visitor

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2 Messages

At least you got an answer! I have been told numerous times that they do not have an update on the outage. Seems to me they would say that to hide what is going on. I'm glad with all the price hikes and charges for going over a data limit, that they are not spending that on protecting the network. I mean at least try and minimize the attack...but here is another 5 dollar rebate because we do not know how to properly protect the network and don't want to admit that. 

(edited)

2 years ago

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