Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
Highlighted
Visitor

Service Outage, but Map shows healthy

Greetings:

 

I'm having a service outage from my business internet.  I contacted technical support and was told the problem was my modem.  After a bit longer, the problem was the cable from the modem to the wall.  After I'd asked the rep to take a peek at other modems in my area to see if they were also experiencing errors, there was apparently a service outage in my area.

 

The problem is the web page shows that the service is healthy in my area and there are no outages.  The tech told me to watch the service status page in order to see when service would be restored, but as I mentioned above (and to the tech) the service shows healthy.  

 

I'm just not sure what I'm supposed to do.  Is it normal for a there to be a service outage, but the status page shows no outages?

 

for reference, case: cr921914972

0 Kudos
Reply
4 REPLIES 4
Highlighted
Official Employee

Re: Service Outage, but Map shows healthy

Thanks so much for reaching out about your service interruption. I'd be glad to ensure that this gets looked into further. Please click on my handle (Comcast_Robert) and send a private message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. We certainly appreciate your time and thank you for reaching out to us. 

0 Kudos
Reply
Highlighted
Visitor

Re: Service Outage, but Map shows healthy

I'm hoping to hear from someone soon on this.  My internet service was fine from around 2am until about 5:30pm.  This seems to be the normal time that it starts having issues.  It is now very unreliable and business needs to resume Monday morning.

 

I logged another call with support.  They claim there are no outages and no repairs being made.  And they now state that no outages or repairs were being made last night, contrary to what the technician last night said.  She refused to communicate to the next level of support to see if something was going on in my area, refused letting me talk to her supervisor, and also refused to let me talk to someone else.  However, she did promise me she wasn't lying to me, so apparently the person I spoke with last night was?

 

This is the same experience I  have with XFinitiy Consumer Internet.  I thought part of the business appeal was the support that was to come along with the service.

 

I have provided the information you've requested in a private message.  

 

Thank you.

 

 

0 Kudos
Reply
Highlighted
Official Employee

Re: Service Outage, but Map shows healthy

Thank you so much for taking the time to reach back out to us via private message Joe. I am so sorry to hear that you have had such conflicting information when reaching out regarding your service concerns and intermittent connection. I know that in your position I would be truly frustrated as well. Rest assured I am especially geared to assist you as I am a part of Corporate Digital Care with a background in advanced technical support. I would love to ensure that we get to the bottom of the disruptions in the services. I did a detailed search of the area and I am not showing any area repairs during the time that you reached out to us to initially report this. I would love to dig a bit further into the service issues that you have been experiencing would you mind confirming are you losing services each night around the same time or is this specific to 10/23 thru today? 

0 Kudos
Reply
Highlighted
Visitor

Re: Service Outage, but Map shows healthy

The issue seems to happen nightly around 5:30pm and comes back around in the early morning hours (before 8am).

 

A tech replaced the cable to the office today, but said it was only replaced because it was old and he did not expect it to resolve any issues.

0 Kudos
Reply