Visitor
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1 Message
Credit for service disruption
We have had numerous outages over the last week, and I have successfully requested credits for two separate incidents on different days. I went to process a credit for this weekend's 20-hour outage, and was greeted with this message;
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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.
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It is unacceptable to have Xfinity service go out regularly for “unexpected” problems and put a two credit cap on credits. These interruptions caused me to be disconnected from work for an entire day, when primarily working from home.
I am posting here because I already tried to resolve this using the Xfinity chat “assistant”, but it just looped me back to the form that denied my request in the first place. Based on previous posts like this, I believe I need to "Direct Message" someone to help look into our account, but again cannot do that without this post because of "Acceptable Forum Usage" rules.
Accepted Solution
XfinityDemitrius
Official Employee
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1.8K Messages
2 years ago
Hey @grpatter,
Thank you for contacting customer support through Xfinity Support. I hope you are doing well. I would be more than happy to offer my assistance. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
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ERMALLEY
Visitor
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1 Message
2 years ago
We have had 231 disconnects since January, which is unacceptable, but I will create my own thread. Good luck in getting credited what you deserve. As a business owner, I can relate to your frustration.
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