Comcast to issue discounts for days-long outage caused by bad update


Even this DSL-loving turtle thought Comcast’s service was too slow this week. Comcast Comcast attempted to update its X1 cable platform this week, but it ended up causing a lengthy outage for many customers. The company apologized yesterday and promised to issue credits to compensate customers for the time they weren’t able to use their TV service. Customer reports suggest that Internet service went down as well. “We know some of our customers may have missed their favorite shows off and on over the past few days and were unable to easily reach our customer care representatives for assistance… and we’re really sorry,” Comcast Senior VP Charlie Herrin wrote . Herrin’s new job is fixing Comcast’s disappointing customer service. His announcement yesterday, titled, “Our mistake: making it right for customers,” continues: In the process of upgrading the X1 platform with new services and features, a technical issue arose that caused problems for our customers. We’re working now to identify the customers who were impacted to personally apologize and proactively give them credits which we plan to have out to them within the next two weeks. This issue was our fault and we want to make it right. So what happened? While we were deploying an upgrade to the X1 platform, we discovered an issue in the way the software that updates X1 was configured. We immediately stopped the deployment, and our engineers began working to identify the root cause and fix the issue. While service has returned to normal for most X1 customers, our engineers are now going back over this issue and taking extra steps to prevent it from happening again. The fix we’ve put in place should be automatic—customers don’t need to do anything (such as rebooting or unplugging the box). Thanks to our customers who have been patient with us, and to our employees who have been working around the clock on this. Outages were reported  in Philadelphia, Chicago, New York, and other cities. According to customer reports at, more customers experienced Internet outages than TV outages, with 10 percent reporting a “total blackout.” We’ve asked Comcast whether the faulty update also caused Internet outages but haven’t received an answer yet. Read 2 remaining paragraphs | Comments

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Comcast to issue discounts for days-long outage caused by bad update


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