Community Forum

Estimated time to fix outage

Frequent Visitor

Estimated time to fix outage

25+ hours to fix a reported outage?  With what we pay each month for service that’s the best estimate you can provide?  

257C5763-A2C4-4468-AAD4-D6E16BDFF3CE.jpeg
Official Employee

Re: Estimated time to fix outage


@redneckpunk wrote:

25+ hours to fix a reported outage?  With what we pay each month for service that’s the best estimate you can provide?  


We have ETRs (Estimated Time of Repairs) that we can communicate to customers based on outages.

 

Sometimes those ETR's can change and vary depending on the scope and complexity of the issue.

The ETRs can change once our technician arrives on the scene of a fiber cut or a car crash into a utility pole or waiting for the police or fire department to declare an area safe.

These are some examples of items that can impact any ETR. Thanks for your patience.

 

Apologies again - I've applied a credit to your account for the time without service and for the inconvenience. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Contributor

Re: Estimated time to fix outage

I think I've got you beat. 

I found out today about an outage in an area where I have a second Comcast account, which I administer remotely. The residents there contacted me and said the TV and internet had been out since three nights ago, Sunday, June 9.

I logged into the account, and yes indeed, there was an 'unplanned' outage affecting TV/Internet/Voice (the residents do not subscribe to voice). Affected were "7,500+". There was no ETA for the fix, so I called in, and was told will be fixed by 10 am, as the techs were just waiting for two nodes to respond to pings.

Ten am came and went, still no fix. I logged in again, and the ETA now showed 12 pm, noon.

Noon came and went, and no fix. I called in and got the usual 'sorry for the inconvenience' and 'did you know you can use your hotspot...' The new ETA is 3 pm. We'll see.