E-mail server outage - see Xfinity chat log
Site:
- 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.