An unplanned March 29 internet outage in the 87111 zip code is affecting as many as 500 Xfinity subscribers, according to an online Xfinity outage map.
Comcast External Affairs Director Julianne Phares responded to questions via email, writing, “Comcast conducts regular network maintenance both in response to known issues, and proactively to continually improve and maintain the network. Whenever possible, we conduct this work in the very late evening/early morning hours to reduce impact to our customers.”
A message on the Xfinity outage map says maintenance is scheduled for 1 a.m. April 1 to address the “network performance issue.” Tuesday’s outage map indicates TV, internet, voice and channels are unavailable for 50-500 subscribers in the affected area. Some Xfinity users “may experience a temporary service interruption” during Friday’s scheduled maintenance.
A regular occurrence?
Comments on the Nextdoor app indicate the outage is not a one-time event. On March 23, Diana Raya of Eldorado Heights wrote, “Is anyone else getting sick of all the outages with Xfinity??🤨” Other Nextdoor neighbors suggest the problem is not just with Xfinity. Collen Yap from the Cibola Addition wrote, “Yeah I have century link and last week was horrible! I kept on losing internet every hour or so and it was so aggravating.”
The Down Detector website shows there were multiple reports of Century Link internet outages from March 28-29. The outage.report website shows there were reported Xfinity outages in the Albuquerque area March 24, March 27 and March 28.
On March 19, Patrick Horton from Classic Uptown wrote on Nextdoor, “Since Tuesday March 15th my Xfinity internet has been sporadic. It has really been impossible to utilize the internet.” Replies to Horton’s post show that both Century Link and Xfinity subscribers have had problems in recent days from Snow Heights to Quigley Park.
The Xfinity outage map also shows an unplanned March 29 outage in the 87110 zip code around Quigley Park. That outage affected 1-50 subscribers, according to the website.
Another Nextdoor user from around the Juan Tabo and Interstate-40 area wrote on March 21, “We have been dealing with this for months. Finally Friday a representative told us they are replacing lines. Hope it helps🙂” Another Nextdoor comment suggests subscribers can receive a refund for interruptions to internet service.
Requesting refunds
There may be options for Xfinity customers to get a refund or credit as a result of such outages.
Karen M of Inez wrote, “You can get credit through the Xfinity website if there is documented interruption of service in a specific area that you live. I just did it last night for interrupted service.”
Phares did not state what the easiest way is for customers to request a refund, but instead responded, “Customers can identify potential service outages and troubleshoot a variety of common connection issues from the Xfinity.com status center or the Xfinity My Account app, where 24/7 help is available through the Xfinity Assistant Chat. Additionally, customers can contact us at 1-800-Xfinity.”
When trying to ask about the cause of the outages, the Xfinity Assistant Chat only provided automated responses with limited options for customers to choose from. Phares did not provide an answer as to why there were outages either.
If you want to share your experience dealing with internet service providers in the northeast Albuquerque area, visit the Neighborhood Journal’s Facebook page.