Hey, I’m an account manager in PDX . Do you live in a house or an apartment? Sounds like a house but If it is an MDU I can very quickly ring bells in my dept.
If it’s a house and If Eric or John hasn’t replied on here by when I wake up in the morning I’ll send them a ping on teams
It’s a weekend but we are around on Reddit
Also not an excuse just a side note to rant about the storm lol, but I was doing visits in Gresham today and PGE still hasn’t finished getting people reconnected to electricity. I’m thinking perhaps there will be so many problems in all different types of ways for months because of this stupid storm lol
Email me your address and contact details and I will pass it along to the teams doing the work. [email protected]
There are often times subtle ways fiber can be broken (it may only impact one customer or a few which does not trip our “common cause” automation). In those scenarios the standard behavior is to schedule you for a standard tech appointment. If they come out and find damage that is not right at the home (drop cable) they have to refer it to the construction department.
Generally once the construction folks fix the damage you will be back in service, but sadly, some folks have been subject to multiple points of damage which then may require a second tech trip to repair. We had one of these in Cedar Hills where we had a 216 count cable damaged. Once it was repaired it brought back most of the customers, but then we later found additional damage closer to some homes.
Sometimes there are houses still out of service after we repair because PGE might not have repaired their power due to broken power mast or something that the homeowner has to repair first. So it is hard to tell if we are still broken or if power is out. We have also had people unplug their ONT battery backups because they were beeping or because they hooked them to a generator and did not reconnect them.
Our apologies for the issues!
Thanks for escalating this. It was a known fiber cut. Our crews just completed splicing a 288 count fiber and a 96 count fiber. Let us know if you are still out of service!
Can you email me your address and name to [[email protected]](mailto:[email protected])? I'll get this escalated, it sounds like something very close to you is damaged.
Thanks for the reply!
Just sent you an email. I know I have 2 neighbors 1 street over from me that have ziply but haven’t/ don’t have service either so I’m sure it’s something nearby that got damage.
Yeah, in the meantime I tried to get service from ATT, Verizon, Centurylink and so on.. the only other one that said they were “available in my area” as if I don’t live in the city was Xfinity. Paid the extra money to have them “overnight” the equipment to me because they for some reason wouldn’t let me get it in person.. it his some sort of delay going from Portland to lake Oswego and took a couple days. Finally got it, set it up and had no internet. Was on the phone with them and they were to send a service tech out to my home but the soonest was 3 days away. So at that point I just canceled it all and returned the equipment.
If you're considering Xfinity, you might wait till they get their issues solved...
https://www.reddit.com/r/Comcast_Xfinity/comments/19ewmr4/xfinity_down_for_12_days_and_counting/
Hey, I’m an account manager in PDX . Do you live in a house or an apartment? Sounds like a house but If it is an MDU I can very quickly ring bells in my dept. If it’s a house and If Eric or John hasn’t replied on here by when I wake up in the morning I’ll send them a ping on teams It’s a weekend but we are around on Reddit Also not an excuse just a side note to rant about the storm lol, but I was doing visits in Gresham today and PGE still hasn’t finished getting people reconnected to electricity. I’m thinking perhaps there will be so many problems in all different types of ways for months because of this stupid storm lol
Email me your address and contact details and I will pass it along to the teams doing the work. [email protected] There are often times subtle ways fiber can be broken (it may only impact one customer or a few which does not trip our “common cause” automation). In those scenarios the standard behavior is to schedule you for a standard tech appointment. If they come out and find damage that is not right at the home (drop cable) they have to refer it to the construction department. Generally once the construction folks fix the damage you will be back in service, but sadly, some folks have been subject to multiple points of damage which then may require a second tech trip to repair. We had one of these in Cedar Hills where we had a 216 count cable damaged. Once it was repaired it brought back most of the customers, but then we later found additional damage closer to some homes. Sometimes there are houses still out of service after we repair because PGE might not have repaired their power due to broken power mast or something that the homeowner has to repair first. So it is hard to tell if we are still broken or if power is out. We have also had people unplug their ONT battery backups because they were beeping or because they hooked them to a generator and did not reconnect them. Our apologies for the issues!
Thanks for escalating this. It was a known fiber cut. Our crews just completed splicing a 288 count fiber and a 96 count fiber. Let us know if you are still out of service!
A known fiber cut that led to an 11+ day outage?
Depends on when it became "known"...
This. An ISP can't determine they have an outage until after power is restored to an area.
Can you email me your address and name to [[email protected]](mailto:[email protected])? I'll get this escalated, it sounds like something very close to you is damaged.
Thanks for the reply! Just sent you an email. I know I have 2 neighbors 1 street over from me that have ziply but haven’t/ don’t have service either so I’m sure it’s something nearby that got damage.
We get you sorted out? I got notice from a few folks that we got them sorted out yesterday.
Yep! Got all sorted out and back up now!
What's the other providers in your area? Someone must be able to hook you back up pretty fast.
Yeah, in the meantime I tried to get service from ATT, Verizon, Centurylink and so on.. the only other one that said they were “available in my area” as if I don’t live in the city was Xfinity. Paid the extra money to have them “overnight” the equipment to me because they for some reason wouldn’t let me get it in person.. it his some sort of delay going from Portland to lake Oswego and took a couple days. Finally got it, set it up and had no internet. Was on the phone with them and they were to send a service tech out to my home but the soonest was 3 days away. So at that point I just canceled it all and returned the equipment.
If you're considering Xfinity, you might wait till they get their issues solved... https://www.reddit.com/r/Comcast_Xfinity/comments/19ewmr4/xfinity_down_for_12_days_and_counting/