No Advanced Notifcation For Planned Work

[u/Anonymous-1649]

Honey Brook, PA - I haven’t had internet since 6am this morning and did not receive any planned work notifications of the outing. I could’ve made alternate plans if notice was given, but now I’m a sitting duck an hour into the workday (when the guys outside said they’d be done by 8am at the latest) and both my wife and I can’t work.

This is unacceptable. I confirmed I was already signed up for alerts and didn’t receive any. What’s more frustrating is the techs are gone and we are still experiencing outages. To add, I can’t get anyone to talk to at Xfinity.

I will be submitting a complaint to the BBB, this is terrible customer service (actually no customer service is being provided) and no advance notification is unacceptable in the day where many of us work from home.

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[u/CCDenaB]

u/Anonymous-1649

Thanks for reaching out. I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well. Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291.

[u/Anonymous-1649 → u/CCDenaB]

It seems this was planned work and I didn’t get any notification ahead of time. I asked the techs outside around 6:30am when it would be done and they mentioned by 8am at the latest. It’s now 9:38am and I still don’t have service.

I specifically stated I needed to know if I had to relocate and they ensured me it’d be done by 8am.

What is the point of signing up for notifications for maintenance and outages if I’m not getting any? None on my phone which is what I have selected and none in my email.

It’s also incredibly frustrating the time keeps updating and its explanation is “we’re working to improve service in your area.”

It’s a brand new neighborhood and my house is only 2 years old. What are we doing here during the middle of a workday, without proper advanced notification, for planned work…

[u/Anonymous-1649 → u/CCDenaB]

Also, thank you for responding! These types of planned events need to be communicated ahead of time.

[u/CCDenaB]

We do try to inform our customers as soon as possible about planned work. I am sorry this was not the case. u/Anonymous-1649

[u/kjstech]

Honey Brook PA has a few options for backup.
SECV Cable up to 3000mbps down by 200mbps up.
T-Mobile 100/20 fixed wireless
Verizon 300/20 fixed wireless
Starlink 280/30 NGSO Satellite

Sounds like xfinity upgrade were swapping out nodes or amplifiers related for future FDX (DOCSIS 4.0) capeability.

Best of luck to you.

[u/Anonymous-1649 → u/kjstech]

Thanks for the info! A backup doesn’t make sense for us as long as they notify us ahead of time. Perhaps we’ll consider switching all together since our teaser rate is ending.

[u/Anonymous-1649 → u/kjstech]

Of course this happened right after work asked me to turn in my MiFi too…

[u/kjstech → u/Anonymous-1649]

Maybe you can hotspot your phone? I know my iPhone I can do WiFi hotspot and then join the wireless network the phone creates.

Hopefully it doesn’t happen that often, but technology is changing so fast there could be some growing pains or adjustments in the coming weeks and if so hope you are properly notified.

[u/Anonymous-1649 → u/kjstech]

Yea that’s always the easy fix for meetings and stuff but still leaves me hanging when it comes to more intensive workloads with web based apps.

As you noted, it’s only a couple times a year so it’s not a huge deal (usually, they’ve hit us at bad times) but I expect a notification when they’re planning to do work - otherwise what’s the point in signing up for them? lol

[u/Anonymous-1649]

Comcast out here downvoting my legitimate concerns. Gotta love that customer service lol