Comcast Apologizes for Service Problems, Will Issue Credits

Comcast has issued an apology to its cable TV customers for service interruptions during the past few days.

In a statement issued on Thursday, Comcast said it was “really sorry” for the service problems.

Comcast is one of two cable TV companies that serves Marblehead.

Some Comcast customers may have lost TV service and also had trouble reaching customer service on the telephone in recent days.

The problem occurred when Comcast was in the process of upgrading the X1 platform with new services and features when it ran into a technical issue.

Comcast said it is working to identify the customers who were affected by the problems to apologize to them and “proactively give them credits” within the next two weeks.

“This issue was our fault and we want to make it right,” Comcast said in its statement.

The problem occurred when Comcast was deploying an upgrade to the X1 platform and an issue was discovered with the way the software that updates X1 was configured. That caused them to immediately stop the deployment and the engineers began to identify the root cause and fix the issue. The issue was fixed and by Thursday service was “returned to normal for most X1 customers.” The fix was automatic, meaning that Comcast customers didn’t need to do anything such as reboot their cable box.

Engineers from Comcast will again go back over the issue and take extra steps to prevent it from happening again, Comcast said.