Connectivity

Connectivity and managing Your Comcast Business network

High number of outages in Half Moon Bay, CA

Is there a reason why we are having so many outages in the Half Moon Bay, Princeton, Moss Beach area this Summer? We expect this in the Winter with heavy storms causing trees, power lines crashing, but not in the Spring/Summer. It seems like it's happening almost every week now. And at least 50% of the time when the is an outrage and it's "fixed" and service is restored then it goes down again a few hours later. Like today, 09/19 from midnight to 8 am and then it failed again at about 9 am. We are paying a lot for Comcast Business Internet service. Their AT&T 4G backup is so slow as to be unusable, so we have a Verizon cellular backup system that is costing us another $120 / month.

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Comcast_JustinC

Official Employee

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36 Messages

24 days ago

Hello, @user_78ed56 thank you for taking time to create a post here over Comcast Business forums. I completely understand wanting to find out more information with the repeated service interruptions, and would like to help investigate further. From experience, Summer heat typically doesn't affect service, unless it is making the area equipment overheat. Have you by chance logged into the Service Status Center to see if there is anything being reported there: https://business.comcast.com/status/ ?

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user_78ed56

New Member

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2 Messages

There is a service outage, which I already know. I am looking for the root cause(s) of why service goes down so frequently in this area and whether I can expect reliability to improve.

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24 days ago

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Comcast_JustinC

Official Employee

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36 Messages

@user_78ed56 I appreciate the update, and wanted to help get the proper expectations set up that for the most part, when it comes to interruption and maintenance work. The information provided on the Status Center is typically what I can see as well, and why I posted the link.

I do have access to some tools that I can check the area equipment, and signals but would need to wait until service is restored to be able to dig in and troubleshoot fully. Since I'll need to gather some information that we don't want here in our public conversation. When you have time, could you please send a direct message.

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.businesshelp.comcast.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type ‘Comcast Business’.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name, the business name on the account, the phone number for the account, and the service address alongside your inquiry so we can best assist.

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon in the top right corner

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

• - As you are typing a drop-down list appears. Select "Comcast Business" from that list

• - A "Comcast Business" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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24 days ago

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