Residents Get Apology Call, One-Day Credit from Comcast Following Saturday Service Outage

I received a courtesy service call from Comcast around 10 a.m., telling me that Comcast technicians had found and corrected a problem in my area Saturday. 

The problem was a fiber break, according to yesterday's best information. The voice recording yesterday said the problem affected Geneva, St. Charles, Batavia, DeKalb and other areas.

This isn't an exact transcription of this morning's voice message, but it was something very close to this:

"Hello. This is a courtesy call from Comcast. Our technicians found and corrected a problem in your area. If you have a service appointment scheduled, it has been canceled. If you are still experiencing problems or have questions regarding your service, please press 1 to route to a representative."

I talked to the representative, a nice fellow named Tony, but he was unable to put me in touch with a media representative or provide much information beyond his script.

"I can't tell you what happened or why," he said. He was able to confirm that a fiber optic line had been cut.

Service at our house was out from at least 8 a.m. to about 7 p.m. Saturday. Comcast provides cable television, telephone and Internet services. All three of the Triple Threat were out at the Nagel household.

The bottom line is that all customers who did lose service will be credited for a full day, Tony said.

"I apologize," he said. "Our goal is to make sure our customers know that service has been restored."