BOSTON (CBS) — After being down for about three hours Sunday night, internet service provided by Comcast is back up in Massachusetts.

Comcast spokesperson Marc Goodman apologized for the outage. He said that engineers identified a server issue and worked to restore service as quickly as possible.

Internet service was down from approximately 8 p.m. to 11 p.m. Sunday. Video and phone services were not affected.

WBZ News Radio Kim Tunnicliffe reports.

Goodman said that some customers may need to turn off, unplug and then restart their modems to reset and refresh settings.

The outage spread throughout the eastern seaboard from New Hampshire to Washington, D.C.

Some Comcast customers contacted WBZ commenting on the issue. Bonita Noviello wrote from Everett, “In spite of calls to Comcast, it was impossible to make contact to either report or ask for an estimation of time for service to resume. The call basically stated that for faster service you could call back later or contact them via their website.”

Goodman said engineers are now looking for the root cause of the problem to ensure that it does not happen again.

The company said that credits would be handled on a case by case basis.

Comments (18)
  1. Bill says:

    When they are the only cable service available they don’t have to answer to anyone.

  2. Jim Silver says:

    Hey, Comcast…When you have an outage of this nature, how about placing something on your website so consumers can access up to date information? All we received after numerous phone calls were busy signals and recorded messages telling us to press #2 for Spanish. Plus, there’s no FIOS option in our neighborhood. Are you taking lessons from the Congress in inefficiency and ineptitude??

  3. Jeff says:

    It wouldn’t make much sense for them to post something on their website if the very people that it affects can’t even load the page in the first place.

  4. Petetm says:

    That’s one of MANY reasons I went to FIOS.

  5. edwal says:

    jim are you friggen stupid if thier internet service is down and thery provide you with service how the heck can you visit thier website they should have put a scrolling message on the tv

  6. larry cableguy says:

    MY FIOS service was just fine

  7. snwqn says:

    And here I thought it was my computer all night. I nearly threw the thing out the window. Grrrrrrrrrrrrrrrrr!!

    Don’t suppose we’ll get a little credit on our accounts for the hours we were unable to connect. Ha ha ha ha, like that would ever happen!

  8. Jetbob says:

    Hey! Guess what? Comcast Internet is down AGAIN.

  9. Michael E. Harvey says:

    Handy little guide to avoid DNS server issues like last night:

    use and for the DNS servers, those are Google’s DNS servers.

  10. ann says:

    i have comcast if they have the Ienernet servuce down in my town also.
    they should put up on the cabile to let people no its down.
    My hubson work from home he was having problems getting in
    his job site check his work no fun
    there phones from comcast was down also we try to call them to see why my computer was down i try to call them there line was busy as well

  11. dan says:

    ann you should learn how to spell

  12. Jeannine says:

    I’m getting fed up with Comcast. This is the 2nd issue within one month. I know many of us here on the Cape also experienced telephone issues for several hours one night during campaigning. The political robo-dialers were so active that it shut down our Comcast phone service for several hours. This is disgusting!

  13. FIOS GUY says:


  14. Jeannine says:

    Unfortunately, FIOS isn’t in my neighborhood on the Cape yet – very frustrating as I’ve been trying to get FIOS for a long time now. The night the phone service was sent into a frenzy for hours because of the political robo calls, a member of our household missed out on a job interview by phone. Last night, can you imagine how many people were angry over not being able to prepare for Cyber Monday or partake in the early Cyber Monday deals? If Comcast wasn’t my only choice, I’d be jumping on the FIOS wagon.

  15. Kevin M.Smith says:

    well i think what they should do for customers is credit thier accounts for two days here and not charge them for thier pitiful prob they have and they should give the customers what they deserve here ty KevinSmith

  16. Polly McBride says:

    It was Barry and Janet Napolitano pulling the plug to try and stop WikiLeaks. They were trying to shut down Drudge Report, FoxNews, and other “hate” sites, and the pulled the wrong [plug by accident. Oops. this was only a test. The real exercise will be Fall 2012.

  17. Mental Capacity Limited by Bandwidth says:

    Now that Comcast is changing their name to Xfinity I think I will be able to put up with all their b.s., and more! Besides, FIOS doesn’t even have an ‘X’ in it so it can’t be that good.

  18. Modem online says:

    Laptop or computer companies have but phased on PCMCIA locations upon notebooks. Sadly cellphone firms are usually pulling their own feet catching up for the brand-new …modems

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