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iitzace
1st Topic

4 Messages

Friday, November 1st, 2024 11:00 PM

OUTAGE AGAIN

It's the 5th outage in the last 2 weeks what is even going on. It says they will fix the issue by tomorrow at 7am? Why would it take 14 hours to fix "network damage".

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22 days ago

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XfinityBrianH

Official Employee

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945 Messages

22 days ago

 

iitzace I am sorry to hear about the service interruption in your area. The repair times can vary based on the type, severity, and locaton of the issue. Sometimes we can resolve an issue with the flick of a switch and sometimes we need equipment and permits to complete repairs. Our local repair teams work hard to get you back up and running as quickly as possible! Keep an eye on the Xfinity app for updates on the issue affecting your area,

 

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iitzace

4 Messages

Well I understand depending on the issue it can take more or less time. Last week for one of the other issues it said the estimated time to fix was a full weekend but it got fixed the same day. I also just don't get why it always says network damage for the issue.

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22 days ago

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XfinityBrianH

Official Employee

 • 

945 Messages

 

iitzace  I can understand how dynamic ETA can be frustrating. The estimated time of repair can change based on new information gathered during the repair work. When one repair is completed it can highlight other issues that were not previously visible, and sometime circumstances outside our control, such as local power interruptions can be resolved faster than we expected, so in turn, we adjust our ETA to fit new situation on the ground. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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22 days ago

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iitzace

4 Messages

Well yeah there's that too. So good luck to the workers hope the issue gets resolved tonight I had work to turn in.

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22 days ago

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iitzace

4 Messages

Also how do I report an outage in my area, because on the Xfinity app the outage gets reported an hour after the Internet goes out.

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22 days ago

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XfinityBrianH

Official Employee

 • 

945 Messages

 

iitzace Contact us as soon as possible after losing service, if the issue is not noted in the system yet multiple calls from the same area will set off some alarm bells in the system. I work from home also, so I know how important it is to stay connected during the workday. I have a Xfinity Storm Ready Wi-Fi device hooked up in my home it has a 4g cellular back up along with a 4 hour battery. It has definitely saved me a couple of times! If you woul like more information on Storm Ready Wi-Fi please click here https://www.xfinity.com/support/articles/storm-ready.

 

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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22 days ago

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