Skip to main content

  • Home

  • Getting Started

    • Offers

Quinnte's profile
Quinnte
1st Topic
1st Like

Visitor

 • 

2 Messages

Monday, May 13th, 2024 6:38 PM

Closed

Daily outages and credit limit

I'm a 30+ year customer. Over the last month, my service area has experienced almost daily outages, many for hours at a time. The outage map said this is due to improvements Infinity is making, but I don't see how going from periodic outages to daily outages is an improvement. Anyway, I submitted a request for service credit. Your system denied the first week I entered, provided a paltry $5 for the second week, approved a still paltry $14 for the third week, and now tells me I have exceeded the credit allowance despite continuing to have outages this week. I tried to call and talk to a human, but instead spent hours on your phone system and automated texts getting the run-around. One of your competitors is running fiber optic lines in our area now. It seems to me that your business practices are going to lead hundreds of customers right into their arms. I know I'm plenty tempted at this point, but would love to avoid having to install a new internet system. It would help if you can answer these questions - 1) Can someone help me get a reasonable amount of credit for the hours your service has been down? 2) How can I talk to a human about these problems? Your company needs to find a way not to disrupt entire neighborhoods in the middle of the day when most of your customers are awake and relying on your system for work and family activities.

Question

 • 

Updated 

4 months ago

472

3

Was this helpful?

EG

Expert

 • 

107.2K Messages

7 months ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

0

0

XfinityAngie

Official Employee

 • 

1.4K Messages

7 months ago

 

Quinnte, Thank you for reaching out to Xfinity support. We appreciate you being a loyal customer with us for over 30 years! I can understand your frustration dealing with service issues. I'm glad you were able to take advantage of our self-service option to receive your credit while your service was down. To answer your questions, 1. we are only able to issue credit for the time your service was completey down. It can be a little different in some states, so we will need to see if there are any variations to that rule. 2. You can discuss this with us. We are real people who would be happy to assist you. We do try to complete most of this work during off hours, but there are times when that is not possible. I would like to take a closer look at your account and see what we can do. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat 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

Let me know if you have any questions.

 

1

0

Quinnte

Visitor

 • 

2 Messages

@XfinityAngie​ I just sent a message following the steps above. It would be great if y’all could provide a phone number to a human also. My service is currently down again. 

6 months ago

0

user_epxohp

1 Message

5 months ago

Similar experience in Lee's Summit/Blue Springs, MO area. Was told by xfinity tech today this is due to "node" upgrade near Colbern and Hwy 7. Nothing has been shared with customers re: frequent outages, making being able to schedule working from home nearly impossible. Can anyone give us an update on the "upgrade," ETA, etc?

3

XfinityMarcus

Official Employee

 • 

1K Messages

user_epxohp thank you for reaching out and using the Community Forums page. Any upgrade provided on our end would be shared information that is already available to you using the Xfinity Status Center.

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

5 months ago

0

user_3d5508

Visitor

 • 

7 Messages

@user_epxohp​ exact same issues in Independence except none of my outages are related to upgrades. My equipment was just recently upgraded too. We had an outage across the entire Jackson County, MO, most of Johnson County, KS, and parts of Clay County, MO for an entire day and they’re trying to say it’s only worth less than $3 in credit. Google Fibre is coming to Independence but I’m going to cancel Xfinity and switch to AT&T until then. I’m over it. 

4 months ago

0

XfinityDena

Official Employee

 • 

2.5K Messages

@user_3d5508

Thanks for reaching out. Services may be out in your area due to a number of reasons, including but not limited to weather, power interruptions or other outside factors. When a service loss is declared in an area, our teams are notified and will work as quickly and safely as possible to ensure everyone is back up and running. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. This is where you would get the most up to date information including ETAs. This is the same information all representatives have as well.

 

Credits are applied once the service loss in the area is cleared. Once fully resolved, there is a way to request a credit online, and we will check to see if you are eligible! Visit the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291. When placing credits on your account we can only credit for service downtime and not lost time or wages. Credits are calculated by your monthly average, then broken down to daily costs, and you are credited based on the duration of downtime. 

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

4 months ago

0

forum icon

New to the Community?

Start Here