Comcast admits “widespread” outage as tens of hundreds of customers report issues

A Comcast Xfinity service van driving down a street.
Enlarge / A Comcast Xfinity service van in Sunnyvale, California, in November 2018.

Getty Pictures | Sundry Images

There seems to be a widespread Comcast outage affecting prospects in a number of elements of the nation this morning. Information experiences have described giant outages in Chicago, Philadelphia, and southern New Jersey. “Xfinity’s personal outage tracker is at the moment down, displaying the error message: ‘We’re experiencing irregular visitors to our community or… the service or servers on it are usually not at the moment obtainable,'” The Philadelphia Inquirer wrote.

There have been additionally experiences of a big Comcast outage in the San Francisco Bay Area final night time, resulting in a message from the Marin County Sheriff’s workplace that stated, “Please don’t name 911 to ask why your Web is out. Name your Web service supplier.” That outage could also be resolved, as “Comcast tells NBC Bay Space late Monday its techniques present Xfinity companies are beginning to come again on-line following widespread Web outages throughout the Bay Space,” the information web site reported. Comcast outages in different areas are ongoing.

“Some prospects are experiencing intermittent service interruptions on account of a community concern. Our groups are actively working to convey impacted prospects again on-line as we proceed to analyze. We apologize to those that have been affected,” Comcast’s Xfinity Assist account wrote in a tweet simply after 11 am ET. In another tweet responding to a buyer who complained about an outage, Xfinity Assist wrote, “Sadly, as a consequence of unexpected circumstances, we’re experiencing widespread interruptions to the Xfinity companies.”

54,000 experiences on Downdetector

Downdetector, which lets customers of many kinds of companies report outages, confirmed about 54,000 reports for Comcast Xfinity round 9 am ET this morning. Downdetector additionally confirmed about 25,000 experiences eight hours beforehand, on the time of the Bay Space outage.

There are all the time some Downdetector experiences about Comcast due to its sheer dimension, as the corporate has over 31.5 million residential customers in 39 states and the District of Columbia. However 25,000 and 54,000 Downdetector experiences are each unusually excessive numbers. Constitution Spectrum, which has almost as many residential prospects as Comcast, had 835 reports on Downdetector at about 9 am ET in the present day.

Downdetector’s “heat map” for Comcast exhibits that previously 24 hours, the largest variety of outage experiences got here from the San Francisco Bay Space:

Downdetector's Comcast heat map shows where user-submitted problem reports are concentrated over the past 24 hours.

Downdetector’s Comcast warmth map exhibits the place user-submitted drawback experiences are concentrated over the previous 24 hours.

After all, not everybody whose Comcast service is out will complain on Downdetector or Twitter, so there might be many different folks with out Web, TV, or cellphone service. We requested Comcast for data on how in depth the outage is, what precipitated it, and when it will likely be resolved. We’ll replace this text if we get any new particulars.

Replace at 12:30pm ET: Comcast offered a press release indicating that individuals’s service must be restored shortly, however stated it’s nonetheless making an attempt to determine what precipitated the outage. “Earlier, some prospects skilled intermittent service disruptions on account of a community concern,” Comcast stated. “We now have addressed the problem and repair is now restoring for impacted prospects, as we proceed to analyze the basis trigger. We apologize to those that have been affected.”

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