Skip to main content

    Support

    Offers

U
user_ivu7g6
1st Topic
1st Like

2 Messages

Wednesday, January 8th, 2025 7:17 PM

12 hour service outage but “Your account isn't eligible for a credit at this time”

I have recently been experiencing frequent Xfinity outages at my location.  In previous year there would be may 1-2 outages per year. However this past year there have been numerous outages each month some lasting extended time periods. While inconvenient I’ve always been able to get an account credit by visiting the Xfinity status page.  

However following the last two outages on 12/19/2024 lasting about an hour and then a major outage on 1/1/2025 lasting almost 12hours I’m now getting the message quoted in the subject. I find it a bit troubling that there is a limit imposed on account credits when it’s not possible to impose a limit on outages. Surely Xfinity has records of the outages and if the credit request aligns with a valid outage period an appropriate credit should be granted.

Question

 • 

Updated 

21 hours ago

69

3

Was this helpful?

XfinitySara

Official Employee

 • 

1.5K Messages

1 month ago

Hello, @user_ivu7g6! Thank you for visiting our Xfinity Community Forum, and for creating this post about your credit concern. You've come to the right place! Our team is awesome to work with because we'll do whatever we can to help, of course :) I agree that you should typically be able to receive a credit after a known/confirmed service interruption by visiting our Status Center and clicking the link that says, “check eligibility” at the bottom of the page. In this most recent case with the error you're reporting, does it give a reason such as a limit being reached? As far as I'm aware, there's no limit in the sense of how many times you can report an interruption per month or year.

2

0

user_ivu7g6

2 Messages

Hello @XfinitySara,

Thank you for your response. No there is not a reason provided in the message. It simply states my account has exceeded the maximum amount of credits. I have copied and pasted the exact text below. It’s very unhelpful as it doesn’t specific what that max number is or over what period of time the max applies. The last credit I received was on 12/11/2024. 

Your account isn't eligible for a credit at this time

Sorry, your account has already exceeded the maximum amount of credits. We apologize for the inconvenience.

Like

Reply

1 month ago

0

XfinityBenny

Official Employee

 • 

781 Messages

@user_ivu7g6 Oh wow, thanks for explaining and pasting the message. In checking this situation there are no limits that we can list or find, as adjustments are all applied as required or needed individually. However if the requests become frequent, having someone troubleshoot the connection is required. We are happy to help and make sure your connection is reliable always, and connected with no loss of service. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
 

Here's the detailed steps to direct message us:
 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

1 month ago

CoDaH98

1 Message

1 month ago

I am in the same boat as you! In my area, there have been around 2-3 outages a week in the last 3 weeks. Half the time I work from home, and lose out on money I need to pay for bills, so I requested outage credits. First 2 times, it gave me $5 each. On the 3rd outage, I requested a credit and it said I hit my max credit allowance for this month. Yet minutes ago, guess what? Another outage notification! We get limited on credits but pay every month for inconsistent service. 

1

0

XfinitySheila

Official Employee

 • 

992 Messages

 

CoDaH98 I would like to assist and take a closer look at your interruptions. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

1 month ago

0

user_1hpbj2

4 Messages

22 hours ago

I received a known power outage direct text from xfinity today and received a text when it was fixed.  I tried to get the credit but it said “your Acct isn’t eligible for a credit at this time, sorry your Acct has already exceeded the maximum amount of credits.  Sorry for inconvenience.”

what is this maximum amount and why is it saying that when I received a direct known power outage text???

5

0

XfinityVianney

Official Employee

 • 

1.9K Messages

 

user_1hpbj2, I'm sorry to hear you are running into the same message when attempting to get the credit on your end. Have you requested additional credit recently? To confirm, was you service down, or was there an alert your service may be impacted due to work near by? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

22 hours ago

0

user_1hpbj2

4 Messages

A network performance issue affecting your xfinity service that needs to be repaired. We are actively working to fix it. During this time you may experience service interruptions. We will do our best to minimize 

Like

Reply

21 hours ago

0

user_1hpbj2

4 Messages

Have not requested credits. Only when I’m contacted that it is down due to xfinity issues.  Last time was December.  Yes this time they contacted me and yes it went down 

Like

Reply

21 hours ago

0

XfinityVictor

Official Employee

 • 

1.1K Messages

user_1hpbj2 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

21 hours ago

0

user_1hpbj2

4 Messages

I do t see a chat icon.  

Like

Reply

21 hours ago

0

forum icon

New to the Community?

Start Here