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Fri, Mar 5, 2021 7:00 PM

Bill credit for outages

Why are we not getting bill credits for outages in our area? Customers are paying for a service and are not getting that service. .

Responses

Official Employee

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139 Messages

6 m ago

Thank you for taking the time to reach out through our Community Forums page with your billing and service concerns today! Credit can now be requested when certain eligibility criteria are met in our new self-service feature!

 

1) To do so, please visit https://comca.st/3sZYLD1 and click the link, Tell us more about your experience in the Outage Tips section at the bottom of the page.

2) Next, a form launches to determine eligibility for the credit. 3) You provide details about your experience during the outage, and you can review your answers before submitting them.

4) If your scenario meets the criteria, a credit is automatically applied and viewable in My Account. If not, you will see a message that lets you know you're not eligible. My Account will reject the credit request if you:

  • Are still experiencing the outage
  • Entered an incorrect outage date, or
  • Already received the maximum amount of credit of $100 in the past 60 days.

I hope this helps clear up your concerns on credit for service interruptions, and how you can easily request a credit when your service is interrupted. Let me know if there's anything else I can answer for you!

Visitor

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1 Message

2 m ago

Comcast already has the information that this form requires.  Why not automatically refund during outages? 

XfinityAbbie

Official Employee

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456 Messages

@levis501 We appreciate the feedback and would be happy to send it up, but as of right now, the outlined steps above is the process we follow at the moment. 

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.
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Visitor

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1 Message

2 m ago

Xfinity puts limits on credits regardless of outages or service issues.  

Visitor

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1 Message

2 m ago

Hi there,

I followed your instructions, but I didn’t see a link that says “Tell us more about your experience.” Instead, I see a “Check Eligibility” link. When I click it, I get the message, “Your account isn’t eligible for a credit at this time” “we’re unable to process your request”

I didn’t even get a form to tell about when the outages happened. Also, the outage is over and I have not gotten any bill credits within the last 60 days.

Official Employee

 • 

133 Messages

This means you are not eligible for additional credits at this time, I apologize for the inconvenience. 

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

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