It was 1:30 p.m. last Sunday when Robb Moretti lost internet in his Southwest Portland home due to the winter storm that froze much of the state. As of Saturday afternoon, Xfinity had not restored his network and cable access, Moretti said.
Moretti said he received little communication from Xfinity on when internet services would be fixed. Dozens, if not more, had a similar experience with Xfinity in his area. Frustrated customers across Portland took to an Xfinity forum Friday to seek more clarification on when their services would be restored.
In a message Saturday morning, Xfinity told customers that they were working to repair the damage to the networks, citing the devastating storm as the cause of the outages. Moretti said he understood the weather made things difficult, but that communication on the issue could have been better.
“On the one hand, people have had far greater hardships, and I really feel for them,” Moretti said. “But when we’re so dependent and driven to do everything online, and it’s nearing day seven and we’re just now receiving more formal communication, it’s just a little unacceptable.”
Moretti works from home and his wife has a hybrid work schedule. They decided to brace the storm in their all wheel drive car Tuesday to get to her office so they could continue working. Some people were not so fortunate, as ice and difficult road conditions made it difficult to leave home, Moretti said.
“We were still covered in ice, and a lot of people couldn’t even get out of the driveway to get somewhere with internet,” Moretti said.
Rachael Arnold, a spokesperson for Comcast, which owns Xfinity, said Saturday that Xfinity crews are working “around the clock and closely with local utility partners to restore services quickly and safely.” She said that in some cases, internet access is down in areas that have electricity because power outages in different locations might still be affecting the network.
She would not say how many people in the Portland area were without internet services, but a map on the Xfinity site showed at least 6,000 customers without service Saturday afternoon. The number could be much higher because the map is not specific.
Nick Shaver’s power went out in his Southwest Portland neighborhood when the winter storm rolled last weekend, but was restored Wednesday afternoon, he said. He worked from home with his hotspot, but said the connection wasn’t optimal.
Saturday afternoon, Xfinity restored his internet.
“The most frustrating part was that there was little information forthcoming around the outage,” Shaver said. “There had just been no tangible progress since it went down (last) Saturday.”
According to Xfinity policy, customers cannot receive reimbursement or credit for service outages caused by weather or power outages.
– Austin De Dios; adedios@oregonian.com; @austindedios; 503-319-9744
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