Hello stephiedelotero, I understand how frustrating it can be not to have full functioning services when you expect them to work properly. I see that your area was impacted by the hurricane, I can see what the estimated time that your services will be restored for you. Please send me a private message with your full address, account number, and the name on the account by clicking my name (ComcastAmir) and then clicking "private message me".
Hi ixora1505, I show that credit was issued for your time spent without service. If you have any questions or concerns regarding the credits given, please reach back out to me here.
Hello kobrien3, I show that we have addressed your cable being down already. Are you still seeing the cable down in your yard? If so I can help, please send me a private message with your full address, account number, and the name on the account by clicking my name (ComcastAmir) and then clicking "private message me".
We need more accurate information about the Irma outages
I am on longboat key. The status since 9-11 is that there are outages in the area and it will be resolved in four hours. It is now oct 3. So for the last 22 days the status has been wrong at least 3 times. So 66! erroneous updates. That is not six sigma compliant.
It it is very frustrating to have such inaccurate information I would like to see your customer service improve and the information provided to your support representatives improved so they can be effective instead of robots repeating non useful information.
I apologize for all the miscommunications and the amount of time it is taking to restore your services, but these unforeseen circumstances are still impacting XFINITY Services in your area. We are working as fast as we can to resolve the issue but we still do not have an ETR at this time. As a result I will continue to monitor your services and update you with any information I receive. Again I truly apologize for all the frustration this has caused.
I wanted to inform you that we are still working in your area to restore your services as soon as possible. At this time we still do not have an exact time as to when we will be done but I am still monitoring your account. I will continue to update you with our progress. Thank You -MPD
I have a bundle with Comcast, almost a month ago Hurricane Irma left us without cable, internet or home security service. I have called servers times and have 9 ticket numbers and no one has come out to fix the problem. They only fixed the wired outside that was hanging but I still don't have service. I was told it was a problem at the pole and twice I got an appointment and waited and no one showed up. When I called customer service they told me that the appointments were cancelled without a reason and I never received a call from anyone cancelling my appointments. In fact I got text messages confirming my appointments. I'm very frustrated over this, I'm considering getting another cable and alarm company plus reporting this issue. No one seems to resolve my problem, they keep telling me that a supervisor will call me and they don't. Now they tell me I have to wait another three days for someone to come out, my husband and I are not very pleased, I don't want a tech to come out and not fix the problem at the pole, it has nothing to do with the inside since that was already checked when the pulled the cable back up. I would really appreciate anything you can do to have someone come out and fix the cable on the backyard pole before Saturday. Thank you- < Personal Information >
how do I get credit for the outage of TX, phone and cable
see msg 359 right below your moved post.
Does anyone have a link or know the process to apply for relief and/or credits for outages during Hurricane Irma in St Johns County? Also, my picture has been pixelating ever since. I dont feel I should have to pay for service during a time when it wasnt being provided. Ive heard through the grapevine Comcast/Xfinity is offering support for Hurricane Irma but dont see that mentioned anywhere on the website. Thanks in advance!
Please fill out the form found here: https://www.xfinity.com/florida-form
Hi JackieKevin -- The link above is where you can request credit electronically. I can also have this credit applied. I would need to know when service was restored or when you were able to return to your home. I can also help with your pixelation issue. For verification account verification purposes, can you PM me your full name, address, and phone number on account please?
Click my name (ComcastZach) and click Private Message Me.
Hi elvig411 -- I can help with your service issue. I reviewed your account and looks like you were able to speak with a local agent from our Executive Customer Relations team who was able to get you a sooner appointment. I'll check back in with you after this appointment to see if you were able to get your service working again.
It has now been a month since hurricane Irma tore the area apart. My TV and internet is still glitchy and I'm getting only half speed internet. Two questions:
1. When will this be fixed ?
2. What credit will I be getting for the week I did without and the month at half speed internet?
I can look down the street and follow your cable and clearly see a junction box or some such hanging wide open with cables cut and hanging everywhere. This surely can't be good for the signal and I can't fathom why you leave your equipment dangling in mid-air open to rain and within vandals reach for this length of time.
Hi MrScott1 -- I can help with your service issue and credit request. I reviewed your area and all area issues are showing cleared. We would need to schedule an on-site visit to address any outstanding service issues. I can schedule that visit for you and would need to know days/times that work best for you. For the credit, I would need to know when your service was restored.
Please send me a PM with your full name, address, phone number on the account for account verification purposes along with days/times that work best for an on-site visit and when service was restored.
Hello KomcrashedSx, I ran some tests on your equipment and the node in your area and I show everything should be working properly. If you continue to have issues with your router I can further assist you here or for basic home network troubleshooting please click on this link.
I apologize for all the frustration this has caused you and I thank you for informing me of this situation. I am submitting a repair ticket to ensure that the exposed box is properly addressed. You should be contacted around 10/9/17 to confirm the exact location and anticipated repair date. I have updated the repair ticket to have you contacted on the number ending in 9515. Please let me know if you run into any issues in the meantime. Thank You
We're in an area that took a direct hit from Irma. Xfinity cable and internet were fine when our power was restored the Friday after the storm; however, we lost most Comcast services September 21 and we're still waiting on a fix. We've been led to believe the problem is Irma-related, but it started more than a week after the storm. The Comcast app says there's an outage in the area and gives us a restored-by date that keeps getting pushed back, and I haven't been able to get more info than that from Comcast customer support. Can't even request that credit Comcast keeps pushing yet because we don't know how much longer we'll be without full service.
The outage explanation is odd because one cable box works (out of four). We've heard from others in the area that had the same issue with a mysterious outage until they got the "right" manager on the phone, and then suddenly everything was fixed. Can anyone here find me that magical manager or at least tell me something beyond the inaccurate info I can get from the app? This is a nightmare for those of us who work from home and need reliable internet service.
would you look on the back of your Comcast supplied modem and see if the MoCA LED is illuminated?
I don't see any lights on the back of my Comcast modem. Internet is currently working despite Comcast claiming there's an outage. One cable box is working; three are not. Comcast's app insists there's an outage for both Internet and TV.
were the other 3 devices ever working? did you try rebooting the working device? do you have an XG1 and 3 companion set top boxes?
We have four Xfinity cable boxes: one RNG100 and three smaller boxes. The RNG100 has functioned the entire time. Here's our timeline:
Sept 21: Three small cable boxes stop working. The green light on the front of each starts blinking and the on-screen error message says they aren't activated, even though they've worked fine for several years. Comcast customer service can't reactivate them remotely and indicates it's because of an outage. I've tried unplugging and rebooting them numerous times. Later that day, after I try to reactivate the boxes online, our Comcast internet also stops working.
Sept 27: Everything starts working again! Yay! All four cable boxes work. No blinking lights. Internet works! There is much rejoicing.
Sept 28: Three smaller cable boxes stop working again, complete with the blinking green lights. Internet works but is sometimes slow or unreliable. Comcast app indicates we have an outage on both tv and internet. Comcast customer service won't send a technician or reactivate the boxes until the outage is fixed.
Today: Comcast app still says the outage is ongoing.
I haven't rebooted the one cable box that's still working; I'm afraid to fool with the one element that's functioning.
It sounds like you have the legacy HD set top box and perhaps 3 DTA's. I have a DTA but rest of the equipment now is the X1 system. I'll ask a Comcast employee to look in on your post.
Hi Hitman1, I can review this further and credit from when you originally reported the outage. could you please send me a private message with your account information (name on account, address and account number).
Same thing with me! A month with no services. They keep yanking my chain and actually lying to me on several occasions. Most recently, I had a tech come out yesterday who was supposed to jumpstart the process to fix a line in my area. Today I talk with a rep, and her notes say that I wasn't home for the appointment, therefore they didn't do anything yet. I was with the tech the whole time! <Edited for violating forum guidelines: "Inflammatory">.
I've also been without internet or tv for about a month now and repair times keep getting pushed back every couple of hours. What a joke. To make matters worse, this thread is marked as Solved while there's still a lot of people without service. I agree with the prior post,<Edited for violating forum guidelines: "Inflammatory">
I truly apologize for the unforeseen circumstances causing your area to continue to experiencing interruptions to your XFINITY Services. We are still working hard to resolve the issue but at this time
do not have an ETR. As a result I will be monitoring your services to update you with any new information that I receive. I understand your frustration with the amount of time taken but I thank you for all your patience in this process. Thank You
I'd like to help get your internet issues resolved. I have replied to your private message an am ready to assist you. Please take a look and we can start there.
Hello, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message. Thank you
im having the same type of issues - just made another post here also - also comcast, Also florida
Your post has been removed to a secure, hidden area for violating Forum Guidelines [personal identifying information in image]. If you are not familiar with the Guidelines you may review them here.
having the same issue - Florida - Dropping frames - I dont have a solution yet either
thats my post about roughly the same thing
I apologize for the service interruptions at your location. Though I am seeing some signal issues for the account I am looking at would you please verify the account by sending a private message with your account name, phone number, service address, and/or account number. Once I have this verified I can proceed with other troubleshooting tasks.
I apologize for any frustration caused by this connection issue. Would you please send a private message verifying your account with the account name, service address, and MAC of the modem having issues so I can assist you? Thank You
It has been over 4 weeks now that my line has been down since Irma. All of the ATT customers on our street have had their services restored over 2 weeks ago. It is unacceptable to be with out service this long with no ETA. When you call the IVRU it auto says that the ETA is 20mins from when you call. This is clearly misleading and misinformation to drag customers along. No one will escalate the issue. No one seems to know or care what is going on. It is unacceptable that power was restored withing 72 hours after the storm along with Cell tower service but Comcast cannot seem to get it together. I have yet to see a Comcast repair truck even working in the area. Do we need to cancel service and switch to ATT to have a resolution? Or maybe file a complaint with the FCC? My patience is completely out!
I truly apologize for all the unforeseen circumstances impacting XFINITY Services in your area. We are working hard to resolve these issue but unfortunately do not have an ETR. If you send me a private message verifying your account (two of the following, acct name, acct number, phone number, or service address) I will monitor your account to provide you with updates that I receive. Again I apologize for this inconvenience and any frustration this has caused you.
I am glad to hear that you were able to contact a tech to help resolve the issue. Please feel free to post or message for future assistance.
Don't mislead... nothing has been RESOVLED... I still have problems. I just need to WAIT until MONDAY for a tech to come out and look at the lines outside my house and tell me that there is nothing wrong. When clearly people are still having issues in our area in Southwest Florida after Hurricane Irma. The internet has not been the same since Xfinity has did a quick fix or slap a band aid on temporarily.
From April 2017 to September 10th 2017 I had no problems doing my work and being able to stream on Twitch.