Exceeded number of credits

My internet has gone out 5 separate times within the last month and I have “exceeded the number of credits” despite repeatedly not getting service and being cut off from work.

If you fail to provide service repeatedly, why am I cut off from getting the money I paid for services refunded?

This is completely unacceptable and just a terrible way to treat customers.

Also can you actually fix the issues so I don’t lose internet multiple times a week?

Responses

EG

Expert

•

110.1K Messages

2 years ago

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

0

CCJosh

New Problem Solver

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452 Messages

2 years ago

This is certainly not the experience that we want you to have with your services and when reaching out for assistance with your account, @user_508b81. My team and I want to get to the bottom of this issue that you're having with the services and also look into your downtime so that we can properly credit you for the times that your services were not working. Please send us a Direct Message so that we can get started.

To send a Direct Message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon

or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

0

U

user_98145d

Visitor

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1 Message

2 years ago

My internet has gone out 5 separate times within the last month and I have “exceeded the number of credits” despite repeatedly not getting service and being cut off from work.

If you fail to provide service repeatedly, why am I cut off from getting the money I paid for services refunded?

This is completely unacceptable and just a terrible way to treat customers.

Also can you actually fix the issues so I don’t lose internet multiple times a week?

Facing this same issue. Please respond!!!

1

0

XfinityJustinC

Official Employee

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1.2K Messages

Hello, @user_98145d. Thank you for reaching out over Xfinity Forums support, and for your time working with me. I work from home myself, so definitely understand the importance of needing to have a solid internet connection, and wanted to assure you that you have reached out to the right place for assistance.

With repeated service issues and interruptions, we would want to investigate with some troubleshooting, which can lead scheduling a technician visit to be able to get on site and check your line, the connection points, and signal directly from the source.

Since I would need to gather some account specific information to continue, I would need you to move into a direct message.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

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

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

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

2 years ago

0

Billing

user_508b81

Exceeded number of credits

EG

CCJosh

user_98145d

XfinityJustinC

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