Outage - Honesty and Transparency

[mercurypdx]

Dear Comcast,

Your customers deserve to know what is going on and you are hiding behind your clandestine customer service policies. You have rumors going around that you have had an explosion in Colorado and you are having trouble with the backup.

Is there ANY chance that this won't resolve by this evening? We have businesses to operate, customers to serve and livelihoods to protect. I have a class action attorney drooling over this, so you best get real honest real fast and run a presser, or something that tells us what we can expect the next few days.

I MUST have service restored, or be able to forward my lines before the morning. If that can't happen, I need to know immediately so that I can make other arrangements for phone service to my business.

Zack with MercuryPDX 503-793-9150

[TexasPromowear]

We're having the same issues in Humble Texas. Calling our business and customers are being greeted with "You have reached a non-working number". This gives the appearance that our business has gone out of business. We are beyond upset about this. You can't get anyone on the phone. Wait times are exceeding 3 hours and you get disconnected nowhere close to 3 hours.

We're goingt o need some reciprocation and good will to get this fixed. They need to change the message to reflect a temporary outage.

[jaxdrnr]

Frustration with business outage in Jacksonville, FL. No human to get in touch. Not able to call forward.

Pathetic and poor customer service. Business and lives will be lost without phone service - this is medical office.

Hello - wake up comcast!!!

[roomax]

Absolutely agree.

I have now had two clients email me to see if my business has closed.

Cannot call out, receive calls, receive credit card payments.

Cannot email or "live chat" with COMCAST.

Hold times upward of 1.5 HOURS at Customer Service number.

The best part - While on hold for Customer Service, you get a canned message about how COMCAST will help you with business solutions.

[gcbailey]

This outage has cost me a potential client.....  They said the number "was no longer active" so they assumed we were out of business.  How is this going to be resolved????

[333CreativeGirl]

I wonder how many of us will see a credit on our bill.  I am in Wilmington, Delaware and have been without service for over 7 hours.  We were told at 4:30 pm est time that it would be cleared up by 6:30pm est.  Now it's 7:35pm est and they are saying "Check back in 24 hours." This is crazy!!   

Downdector.com shows where the outages are.

[Pizzaman]

I am in NJ at the beach with 2 locations without service.  I was told at 5PM that by 6:30 we would be up garaunteed, its 7:45 with no service.  We only get a few weeks to make enough money for the year and this is killing us.  I have currently been on hold for 49 minutes and will continue to hold until I have an acceptable resolution.

[greentea]

This phone outage is really affecting my restaurant business since we are getting no phone calls for pick-up and delivery orders! Comcast should definitely give us more information about this outage for their customers. I've tried to forward the calls from my business phone to my cellphone, but that is not working either. I really hope they fix this by tonight. 

[greentea]

I am totally agreed you should change the message are saying: This is not a working number.

Please Fix it  right now!!

[CklingerSons]

I am in Colorado, and run a small accounting firm. I cannot express my frustration enough about this outage! How can a large corporation not have two, three or four backup systems installed in different parts of the country??? It is coming up on second quarter of the year! I have businesses needing to get me information for employer payments of taxes and other such data to complete. And they receive a message that sounds like I'm out of business?!?!?!?! Unbelievable! I hope their are SEVERAL class action suit lawyers already filing paperwork as I write this. And no, I firmly believe Comcast will not reimburse us for the lost revenue and sales all of us have lost today because of the incompetence. 

[Comcast_Jessie · Accepted solution]

All,

Update as of 8:53 EST

We’ve isolated the issue and are working diligently to restore your services.  We will continue to provide the latest updates here:

http://forums.businesshelp.comcast.com/t5/Equipment-Features/Issues-receiving-and-making-calls/m-p/2...

[bwyatt0594]

I will be switching asap from comcast at both my home and business after today's outage of phones and absolutely unexcusable customer failure from Comcast.  There is no excuse.  anyone calling my business is being told my number is not a working number.  I am losing tons of money in sales, we are a supply house that field customer calls all day long, and comcast has a 90 minute wait time and telling "ME" to be patient????????  COMCAST YOU ARE FIRED.   I will be switching to AT&T.

[StonerIns · Accepted solution]

Hello, at this point very nervous since we have only had comcast less than a week. While our company has been raving about the fast internet speeds, this is seriously placing doubt in my mind whether we made the right decision in switching service. Will hope for a better morning.

[BenB · Accepted solution]

I'm fully in agreement, and while I appreciate that the phones now work, what I really want to know is WHY it was down for as long as it was. I've seen plenty of news that there was an outage, but not a single word as to WHY there was an outage. Was this a hack? A cascading hardware failure? A software glitch? A sloppy utility cutting your lines? What the hell happened?! And why doesn't anyone seem to have that information?

[ghgunter]

I was without phone service beginning around noon, 7/12/2016. The message that was given to callers to my phone made them think I had closed my office. If there is an outage like this, Comcast should notify businesses. There should also be backup systems at a different site that can make service available in a more timely manner.

[apago]

Why did the system status indicator on your business.comcast.com site never change from "No reported outages in your area". This is totally useless. You need to communicate and be honest with your business customers who depend on your phone and internet service.

[CaseyK]

I wanted to check to see if there has ever been an answer as to why the business phone systems were down for 7 hours on 7/12/2016? I've never heard a word from Comcast in the way of explanation nor an apology.

We just switched to Comcast in May so I am seriously doubting if I made the right decision. I can't believe that there can be a major outage like this and not another word has been spoken about it.

Has anyone ever heard anything about this debacle?