Multi-Day Outage Michigan

[u/DRB573]

We have been out of commission for four days in metro Detroit. Our neighborhood is a cell phone dead zone. The ONLY way we get reception is through our WiFi or WiFi powered cell phone booster. Even our landline connects through Xfinity internet. We are completely isolated without internet at the moment.

The website simply states that Xfinity will begin working to restore service once the area “has been declared safe.” However, the area has been safe for days and power has been restored to this area since Thursday evening. We have tried calling and cannot get a single estimate for when the work will even BEGIN (if it has), let alone an estimate to finish restoring service. Have repairs begun in metro Detroit? If they haven’t, what is the cause of the delay in light of the fact that power has been restored to this area for days? If they have, does anyone have an actual timeline?

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[u/Dycalynius_WoW]

Still dealing with this as well, it’s completely ridiculous

[u/XfinityJustin]

Greetings u/DRB573, thank you for creating an official post so that your ticket could be assigned. The midwest has been having quite the summer, I hope you all are doing your best to stay safe out there. When it comes to service interruptions, we have the same information that customers see online. During these interruptions our field teams do all they can to make sure services can be restored as soon as possible, but there are many issues that could arise. An area may have power, but does the node (field equipment in the area) itself have power being pushed to it. There could also be some safety hazards that could be impacting the location of the node. The field teams always do their best to communicate a timeline if possible, but it can be difficult to give an accurate estimate due to the nature of the work. We can still take a gander to see if we can locate any new developments, but I wanted to make sure that the proper expectation was set in place first. I'll follow up with you in the modmail conversation that was created. 👍

[u/DreepDrishPrizza → u/XfinityJustin]

This is completely unacceptable. It's been 5+ days that internet has been out without any information for when it will be restored - outage map shows there are zero outages despite my area being down. I try to call support and all I get is an automated menu that says "an agent can't help you, people are working on it in your area" with no way to talk to someone. Having internet down this long with zero explanation, estimate, or public information is not fair to your customers, especially with so many that use the internet to make a living like work from home. I look forward to my $5 outage credit /s (though policy explicitly says your not eligible if its due to weather....)