Business & Tech

Comcast Outage Hits Royal Oak

Parts of Michigan, Chicago, Indianapolis and Twin Cities areas lose Internet connections for several hours Sunday night.

Comcast users in multiple midwestern areas, including Royal Oak and other Oakland County communities, were without their high-speed Internet connections for several hours Sunday night.

The following message appeared Sunday on the menu for Comcast's Customer Service Live Chat: "Thank you for contacting Comcast. We are currently experiencing technical difficulties with high speed internet service in the Chicago, Michigan, Indianapolis and Twin Cities areas. Our Technicians are aware of the issue and are working towards resolution. We appreciate your patience and apologize for any inconvenience."

Bill Gerth of the company's Digital Care Team provided updates through the ComcastCares Twitter account. He tweeted that Michigan service was restored about 12:30 a.m. Monday, with all outages repaired by about 1 a.m.

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Those affected by the outage immediately took to social media tools such as Facebook and Twitter to find out what was going on and share updates. "Is anyone else's Comcast Internet not working?" customer Michele Conway of Royal Oak wrote on her Facebook wall about 11 p.m., using her iPhone app.

Meanwhile, Twitter was on fire, with tweets about the Comcast problem flying by almost faster than they could be read. Relieved Twitter user YoSwanny wrote at 12:53 a.m.: "@comcastcares thank you! We're back in Troy, Mi. Hallelujah! I was lost there. ;-)", while others asked if Comcast will issue a credit for the lost time.

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Gerth also replied to multiple tweets from customers, some of whom threatened to cancel their service with Comcast for good. He asked some of the customers to e-mail him directly at william_gerth@comcast.com and tweeted to one customer, "email us account details and we can see what promos are available for you we_can_help@comcast.com."


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