5 Messages

Saturday, August 26th, 2023

Closed

Outage

Why are there so many outages in my small neighborhood. It doesn't seem comcast is trying to fix outage because it only affects a small number of customers. 

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Expert

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113.7K Messages

2 years ago

First. When these outages occur are they being officially indicated here with any info about them ?;


https://www.xfinity.com/support/status 


Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.


Or you can use the Xfinity App: https://www.xfinity.com/apps 

Official Employee

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2.2K Messages

2 years ago

Good evening @user_0594df, and thank you for reaching out on our Community Forums. We're sorry to hear that you have been experiencing service interruptions in your area, we understand your frustrations and assure you this is never how we want our customers to feel. We'd be happy to look further into your concerns to see if there is work being done in your area. To get started, can you please send us a Direct Message with your name and service address? To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message 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

 

Expert

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113.7K Messages

2 years ago

@user_0594df 

So. Were you able to get any info about the outages at those links ? If so, please answer here on these public help forums.

5 Messages

@EG​ It was out two weeks ago on Sunday, out last Friday and it's out again today. It's also been out previously in the last couple of months.

5 Messages

@EG​ No answer at all to explain why we're getting so many outages. Just get the same canned response.

Expert

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113.7K Messages

2 years ago

OK, thanks but that didn't really answer the question..

5 Messages

@EG​ Not sure what you are asking. I want to know why we are getting so many outages. I assume it's [Edited: "Language"] equipment that is bei g provided to us and that a real fix is not forthcoming. Getting a $5  credit doesn't  cut it. Need to know if Comcast offers an alternative internet service when there is an outage like T-mobile does with its  5g service.  Obviously we need an alternative service

(edited)

1 Message

2 years ago

I’ve had the same outages as the user above and it’s still out today. All I want to know is why???? Last Friday it was out til 11pm. So figure it will be out all evening at this rate. Guess I’ll be going to google fiber and figure out streaming for my TV. So irritating and frustrating!

Official Employee

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1.1K Messages

Hello @user_bcc11c, thanks for reaching out for an update on the services in your area. As someone that uses the internet for just about everything, I understand how important it is to have a stable connection! If you like, our team can take a look at your account and check the ticket in your area to see what is causing the interruption. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

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

5 Messages

2 years ago

I will probably join you. Might cost a little bit more but when I Google fiber, I never experienced anything like this. Reminds me when I first had Comcast and the cable service would actually be out for days Ata time. Guess Comcast is reverting to its old ways. Need to figure out how to get out of my Xfinity mobile contract since it's tied to my having Comcast internet service. Sorry, but I need reliable internet service and Xfinity ain't cutting it. Not even close to Google service.

2 Messages

2 years ago

I'm experiencing the same issues - outages every few days or so for hours at a time. Xfinity was supposed to have done some work in my neighborhood six months ago but, if anything, the reliability of service has deteriorated. When I do have service, I'm getting a pixelated signal on my television. In addition, I work from home and need a reliable Internet service. Looks like many people are encountering a similar situation.

Official Employee

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2K Messages

Hello and welcome to Comcast @user_ff51d7. I am sorry to hear that you are service is not working properly. You are in the right place and we would like to take a look at your service. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's 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

Let me know if you have any questions.

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

1 Message

2 years ago

We've been having intermittent outages almost every day for the past 8 days. I was able to reach a live person after calling three times and was told they're doing upgrades to the wires in our neighborhood. The rep said these were planned outages but we weren't notified and she could not tell me how much longer we'd continue to have outages.

Official Employee

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2.2K Messages

Thank you for reaching out to us on our community forums @Sjo4590! Have you checked to see is any interruptions or maintenance being reported in your area through our status center?

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
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