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E-mail server outage - see Xfinity chat log

Wed, 10/15/2014 - 8:01pm - Anonymous
Site: 
Comcast
  • CHAT ID: C90A6838-0C00-437E-89E7-34EEE664944B
  • Problem: Cannot login into e-mail via POP3/SMTP mail server. Web and iPhone/smartphone OK
  • Arun > Hello John_, Thank you for contacting Comcast Live Chat Support. My name is Arun. Please give me one moment to review your information.
  • Arun > Hello! I hope your day is going well. Do read about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html
  • John_ > My Issue: Cannot login into e-mail via POP3/SMTP mail server. Web and iPhone/smartphone OK
  • John_ > I've read in forums there is a nation-wide outage of sorts. True?
  • Arun > To ensure we are on the same page, I understand that you want to setup email on your Iphone. Is that correct?
  • John_ > NO. My iPhone connect is OK. Cannot connect to Comcast e-mail on my home computer via POP3/SMTP server. Understand?
  • Arun > Okay.
  • John_ > I can connect to e-mail via Comcast's web interface, but not through my Microsoft Windows Mail program.
  • Arun > Okay.
  • Arun > Please stay connected while I transfer the chat to the correct department for further support. Before I transfer you, would there be anything else that I can assist you with?
  • John_ > No.
  • Arun > Thank you.
  • Arun > Please wait, while the problem is escalated to another analyst
  • John_ > My Issue: Cannot login into e-mail via POP3/SMTP mail server. Web and iPhone/smartphone OK
  • Andre > Please wait, while the problem is escalated to another analyst
  • John_ > My Issue: Cannot login into e-mail via POP3/SMTP mail server. Web and iPhone/smartphone OK
  • Shameen > How is your day so far?
  • John_ > OK. I see there's a wide-spread outage Comcast e-mail. See http://downdetector.com/status/comcast-xfinity/map/
  • Shameen > Yes, that is correct.
  • John_ > Is there any fix I can implement, and when does Comcat anticipate e-mail service will be restored?
  • Shameen > John, as per our memo, the email server maintenance will end today. So, until today only that we are experiencing problem. By 10/16/2014 it should be resolved.
  • John_ > I did NOT get the memo. Why didn't Comcast notify its customers or, if they did, how did they do so? It would be nice of them to post something on their web page instead of having me wait by my computer to get an answer, and be "escalated" through 3 analysts.
  • Shameen > John, the maintenence is for the Comcast website online, the problem is, the outage board is imbedded in Comcast website as well, so when the maintenance was ongoing, customers where not able to view the Outage board.
  • Shameen > I'm sorry for the inconvenience.
  • John_ > I suggest Comcast put notices on their web site to this effect in the future. I've been reviewing numerous complaints, most of which could have been answered if Comcast would put a timely notice. I'm not blaming you, but you should consider passing this up the management chain. Comcast gets enough complaints as it is - why don't they own up to them and let customers know what's going on. This has been going on for several days and makes me want to change my internet service. Small things, like communication, mean a lot.

Comments

jpf on

The rest of the dialog with an Xfinity "analyst":

John_: I suggest Comcast put notices on their web site to this effect in the future. I've been reviewing numerous complaints, most of which could have been answered if Comcast would put a timely notice. I'm not blaming you, but you should consider passing this up the management chain. Comcast gets enough complaints as it is - why don't they own up to them and let customers know what's going on. This has been going on for several days and makes me want to change my internet service. Small things, like communication, mean a lot.

Shameen: I am with you on that. We are working on it to improve the service and part of the maintenance that they are doing noe is to increase the allotment for email server.

John_: If you have any suggestions as to where I should send my observations, let me know.

Shameen: John, have you tried logging in directly to the email server at www.comcast.net already?

John_: Logging directly to the web site works fine. But, I shouldn't have to, should I?

Shameen: No, you shouldn't have to. But that is an indication that Comcast server is working now.

Shameen: We do have an email for feedback that is being maintained by Corporate office. Now checking.

John_: But the POP3/SMTP server is NOT working. That was my issue/complaint.

Shameen: John, just for the meantime, please use and log in directly to the server to check on your email. The POP3/SMTP server will be fixed by today itself.

John_: OK.

John_: Bye.

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