UPDATED: Comcast Cable Outage Hits Harford County

Some customers were left without television service for much of Monday.

UPDATED (12 a.m. on Tuesday)—Comcast Xfinity cable service was restored in the Aberdeen area late Tuesday evening.
Original article:

It's prime time on a Monday night—what are you watching on television?

If you have Comcast in Harford County, the answer might be: a blue bar across the screen.

Comcast Xfinity TV subscribers in parts of Harford County were without television service for much of the day Monday.

In Aberdeen, I was without service from early Monday morning until this post. Reports of outages also sprung up in Havre de Grace, Bel Air and outlying areas of the county.

The Comcast website and automated phone service indicated there was a video outage in the area and that technicians were working to solve the issue.

Some Patch readers and Comcast subscribers said cable was available through the secondary televisions in residences, even if cable was unavailable on televisions connected to a primary cable box.

Cable internet services were maintained, though some subscribers reported interruptions in phone service.

No timeline was provided for a restoration of service, though by calling to report an outage, users were given the option to have a call-back during business hours to be notified when service was restored.

I enjoyed a refreshing day away from the television. My kids didn't seem to notice, either—there were no desperate pleas for Spongebob at bed time tonight.

But some of you may be at home shaking at your laptop at the thought of a night without some television entertainment.

TELL US: What are you up to while your television service is down? Leave a comment.

Keri Taylor June 12, 2012 at 01:12 AM
our dvr was working fine so we just caught up on everything we taped but never bothered watching.
Joyce Sprouse June 12, 2012 at 01:20 AM
Mine's been out since 6am here in HDG & is still out. Thank God the internet is still working!
James Lauer June 12, 2012 at 01:25 AM
I live in HDG. Cable was out from @9am to 5pm on the main box. 11am to 3pm on the secondary TVs. I also did not have phone or internet from 11am to 3pm. I'm calling tomorrow to get credit on my service.
Carol June 12, 2012 at 01:32 AM
WOW! Ours had been out since early this morning and just came back on around 8 this evening. But you know what it was nice to not have it on, hey we can live without it. It was nice and quite.
Carol June 12, 2012 at 01:34 AM
Been thinking about it. Might be cheaper too.
JR June 12, 2012 at 02:29 AM
Everyone who was out all day can get a credit from Comcast for a day's service cost. Call customer service. I did and was told to call back when service restored and we could get a credit. I am a Comcast customer but not a fan, so please call and get the credit. 1-800-comcast. CALL NOW!!!
DAMS June 12, 2012 at 03:11 AM
It made me realize, I have been spending way too much time watching tv. I will try to go 1 day a week with out tv from now on. I can do things I used to love, like reading, and just taking care of things I've put off for later. Thank you CAMCAST, now I will downgrade and go back to the basics. The darn internet is next.....
DeDe June 12, 2012 at 05:13 AM
The lack of television service all day wasn't really the problem. It was the lack of communication from Comcast that was frustrating. Customers like me didn't know why there was a problem, or how long it would last. An email from Comcast / Xfinity would have been VERY appreciated. Or, at the very least, an announcement on the Xfinity home page online. Instead, there was no attempt at communication at all. The wait time to contact customer service by phone was anywhere from 20 to 60 minutes, which is ridiculous. I'm extremely disappointed with the way Comcast handled this very long outage.
mbradley June 12, 2012 at 06:41 AM
Out from 6 am to 8 pm thank god for dvd's.......
Kathleen K. June 12, 2012 at 09:29 AM
Direct tv
Tom Barnes June 12, 2012 at 11:21 AM
Comcast has been issue in our very small community due to a node problem, which they have known about for a long time and never bothered to fix until recently (and yes, I have had rather extensive contact with their techs about the issues). I just figured they were working it yet again. When you call in for your credits, folks, please be kind. Their customer service reps try to please the customer but they can't do a whole lot - they are not empowered to be more than a 'customer processor'. I think it is a shame that the Comcast corporate mongrels (yes, that is what we have nicknamed them in our household) hide behind the representatives and don't care about the customer in the least - except to take a fortune from our pockets. Having come from a customer service background and run call centers, I give the reps a lot of kudo's since it is obvious they get no support from the management staff (if you ever ask for a manager, notice that they are always 'in a meeting' and will 'call you back' - which rarely actually happens - even from their 'escalation gate'). So again, be kind to them. Their job is tough. I will never understand why Verizon hasn't stepped up their installs in HDG (they stopped on the west side of Bulle Rock). I think there will be a major exodus from Comcast if they ever do move into all of Havre de Grace. I know I will drop Comcast the minute full Fios service is available. Please, V - get a move on it!
Kathy June 12, 2012 at 12:14 PM
I was without service in Edgewood from 6:00 am until around 8:00 pm last night. I think Comcast owes us a credit to our bill for this inconvenience.
Phyllis Perzanowski June 12, 2012 at 12:40 PM
Agree with DeDe that they should have let us know. We are very unhappy with Comcast to say the least. We changed to Comcast last August because they offered us a good deal for 2 yrs. We have had to get a replacement DVR Nine times & we are always asked to bring it back for exchange instead of them delivering it to us. At this point, we are wishing that we had stayed with DirectTV.
Veronica Kranz June 12, 2012 at 12:52 PM
I called Comcast for the credit and it was only a paltry $2.52! Not even worth the effort!
George Helm June 12, 2012 at 02:06 PM
Out all day and after calling just to see when we might expect to get restored the automatic phone service said I would be called when restored! That didn't happen as I had sevice this tuesday morning. When I tried to reach a customer service rep. just to ask prognosis I was told waitng time was approx. 42 minutes. I guess the one customer service rep. on duty after working hours was overwhelmed. Anyway there are worse things that can happen instead of losing cable tv for one day. Without the TV I didn't hear about any proposed tax increase, wow!
Leroy Smith June 12, 2012 at 02:20 PM
Direct TV is the best and it is cheaper.
jt June 12, 2012 at 02:59 PM
credit for xfinity & phone service issued for $4.63 -- VERY FAST..
Gmom June 12, 2012 at 03:37 PM
Little House On The Prarie: Any word on the power outage? No cable was what I encountered once the power came back on around 7pm. We were without both for most of the day.
nick June 12, 2012 at 05:38 PM
I know of about 15 people who left comcast for verizon, and the same for directtv. and all of them came back to comcast, the only thing different from v and c is that c has hard wire running from the box to the house, their feed to the box is fiber optics, oh and comcast is always offering free paid channels if you have a dvr set up. i just called and got credit for yesterday, and the girl on the other end of the line was very nice, i have no complaints with comcast,, been with them since 1982
nick June 12, 2012 at 05:45 PM
i have heard of people i know who went to Verizon and direct and came back to comcast, comcast has fiber optics running to the box then hard copper cable up to the house, i have been with comcast since 1982 and have no real issues with them, and if i have a problem so far, they have resolved them, and your right about calling in, be nice, it is not their fault you lost your service, heck it could have been a tree that bge was taking down, or a verizon contractor installing their fiber equip. that cut a comcast cable, they never told me what caused it, i asked,,,have a wonderful summer
Carol June 12, 2012 at 07:51 PM
My problems with Comcast is, they keep saying they are imporving the network to bring better everything internet, telephone and T.V. but the more they say they are improving the worse it gets and the prices keep going up our bill went up over $15.00 more this month trying to find out why.
Mark June 12, 2012 at 09:10 PM
In response to Nick. You either work for Comcast or have no idea of what your talking about. There are many differences between Fios and Comcast. 1.Comacast was put in the ground and in the air over 30 years ago and was for giving people access to a lot of analog channels,wasn't designed for phone and internet and high definition TV. FIOS is. 2.Comcast's trunk cable that feeds down street is shared for everyone on that street ,so when a lot of people are using it speed lags. FIOS has it's own fiber cable right to the house. 3.FIOS was designed for today's technology and can deliver internet speed up to 300 meg by the end of the year and can broadcast in Blue Ray quality,given the networks eventually start doing this. They all broadcast in 1080i now. 4.Comcast has issues because they send a Db signal to your house and it weakens over distance, thats why you get pixilation,slow or disconnecting internet ect. FIOS sends a fiber optic light beam right to the house with no signal loss because it's over a light beam. It either works or not at all if the light beam is cut .
Mark June 12, 2012 at 10:59 PM
P.S Comcast also wants to be known as Xfinity ,which is classic marketing 101.Your name, in this case Comcast has a negative reaction among a lot of consumers so you change the name to Xfinity. It's called re-branding.
Ed June 12, 2012 at 11:01 PM
Comcast does not fix anything until it breaks down. They charge for inferior and re-manufactured equipment. I can not wait until Fios is available here. Comcast is nothing more than a money hungry company and their day is coming.
Bryan Beavers June 13, 2012 at 01:20 AM
Comcast hi prices bad service. Thats why today i made the switch to fios not to metion the $500 gift card to switch.
Robert Kraft June 13, 2012 at 02:15 AM
I worked for Comcast in a call center for about a year. It was a stressful job, to say the least. Tom Barnes is right -- there is absolutely no support from management or anyone higher up. In fact, I'm involved in a class-action lawsuit right now for unpaid overtime. When we moved into an area where FiOS was available, we signed up as soon as possible. We haven't had any complaints. On each cable box, there's an "in-home agent" where you can do everything that the customer service representatives do. You click on the problem, and it does the solution. When there's a planned outage, they send a message to your cable box at least a week in advance. When there's an unplanned outage, such as a tree down, etc. the cable boxes are smart enough to put up a message with an estimated time of restoration, and your bill is automatically credited for the loss of use. FiOS has replaced dated call centers by putting the tools in the hands of consumers. I just wish they would expand at make this wonderful service available to everyone.
Robert June 13, 2012 at 10:00 AM
I got the same letter that my bill went up $15.00. Said that they "incorrectly" billed me because I had the DVR service. LIE! When I ordered the triple play package I got the DVR service. They even came out to instal the new DVR box. I called to complain and they quickly took the additional charge off for 1 year. If you don't watch out they will rip you off.
Tom Barnes June 13, 2012 at 10:16 AM
Nick - it has been an almost 8 year battle with them since we moved into our house. Their tech's hands have been tied by corporate - until I fired off a letter to the FCC and threatened a lawsuit against them. Within 3 weeks they FINALLY replaced the bad node. I shouldn't have to run up my cell phone bill to call their customer service department or their tech department because my phone is down with the net and cable. It's been ridiculous. Last year I started ticking off days on my calendar every time that service went down - even if it was just for a minute. Within 365, it was down 92 times. That is not what I pay for, nor do I pay them for me to have to call day after day after day, wait on hold for 20 minutes just to be told to "call back when you get your bill and we will give you credit." Sorry, Comcast is poorly run, poorly managed from the corporate level to the call center management... whether it is the tech end or the customer care end.
Carol June 13, 2012 at 02:54 PM
It's sad that we actually have to call to get the credit. Comcast knows where the outages were you think they would extend a credit to those users as a courtesy... but what am I thinking.. why should we expect good customer service these days!
Jack Hirschfeld June 13, 2012 at 07:00 PM
The reason we don't have FIOS is that the City of Havre de Grace is not included in Verizon's contract with Harford County. Comcast can do as they please because the city has provided them with a competition-free environment. There is supposed to be a contact person named James Newby managing the franchise, but he is never there when you call, and he doesn't return calls if you leave a number on his voice mail. It would be interesting to know how much Comcast stock is owned by City Council members, vs. how much Verizon stock.


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