michelle636's profile

New Poster

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1 Message

Thu, Feb 18, 2021 2:00 PM

Houston Winter Storm Outage

hi there, I am trying to file a claim for loss of service during the Houston Winter storm. Please advise!

Responses

Accepted Solution

ComcastBrie

Official Employee

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72 Messages

2 m ago

Hello All, 

 

We're aware of some misinformation being spread online by well-intentioned consumers regarding credits for service losses. We're working with our business partners to send out corrections regarding this information.

 

We are trialing a simplified service loss credit experience for customers in our some of our regions--including the Houston area. Qualified customers can receive a one-time $15 credit (not $15 per day) when reporting their service loss through the Xfinity Status Center on the My Account.

 

To qualify for the credit, customers must:

  • Be logged in with their Xfinity ID.
  • Have been impacted by a reported service loss within the last 60 days.

Any additional credits outside of this one-time credit would be based on our normal crediting policy, which is the days without service divided by the monthly recurring service charges in the 30-day cycle. You can learn more about our crediting policy regarding service disruptions for residential customer accounts by visiting: https://comca.st/3bsefsd

 

As mentioned by our Experts, please do not send any Official Employees private messages unless we request you personally to do so. Sending unsolicited messages is a violation of our forums guidelines.

 

We receive every message and thread created, and are working as quickly and efficiently to resolve any and all customer requests, especially given the current circumstances. Rest assured, we are here for you during this time.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

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188 Messages

2 m ago

Hello and Happy Thursday! I hope you’re having a great week so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

 

Going forward, I'm truly sorry to hear about the service interruption issues you've experienced for the past couple days out in Texas as I can only imagine how frustrating this situation was. I'd also like to help with all your crediting needs in the best way possible.

 

To get the ball rolling on this process, please send us a private message by clicking my name "ComcastJosephW" then select "Send a Message" on the right side with your name and service address to get started. Thanks again for both your time and patience!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

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116 Messages

2 m ago

Hello @Admoxx I can help you with this request. Please click on my handle "ComcastBillie" and send us a private message with your full name and address to get started.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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1 Message

2 m ago

How can I have refund for winter storm I don't have internet from 02/14/2021 1030pm to 02/18/2021 0900am

New Poster

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1 Message

2 m ago

I cannot figure out how to send you a private message. Please help. 

New Poster

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1 Message

2 m ago

Just responding to get my private message feature enabled, then I will send a private message seeking a credit for the outage.

Regular Visitor

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1 Message

2 m ago

and me....

Again

Expert

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25.3K Messages

2 m ago

@brad_bricker 

@michelle636 

@FeldFamily 

@dawnmisty66 

The sending of a Private Message to anyone in the Forums, especially Official Employees, unless specifically requested, is against the Forum Guidelines and the Acceptable Use Policy.  
 
Please do NOT send any of the Official Employees private messages unless they request you personally to do it. By doing so they are being flooded with PM's and are being bogged down in trying to answer all of them. This keeps them from doing their job effectively here in the forums and defeats the purpose of the forums.
 
Thanks

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

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63 Messages

2 m ago

Hi @brad_bricker 

Welcome to our Xfinity Forums! Thank you for taking time out of your day to reach out! We’re always happy to help! Please send us a Private Message so that we can help 😊

To send a private message, please click my name “ComcastLysaP” then select “Send a message” on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

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107 Messages

2 m ago

Greetings, @anhvu1967! If you could send me a private message with your full name, the name listed on the account (if different), and the service address associated with your acount, I'd be more than happy to look into this for you.

To send a Private Message, please click on my name (ComcastJamesH) and select “Send a message”.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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1 Message

2 m ago

Can I get help too?

Official Employee

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128 Messages

2 m ago

Hello, @iyinwu09

We would be more than happy to review your account, and see what options may be available to you for crediting your account due to a Comcast service interruption. To get started, please send us a Private Message with your first and last name. To send a private message, please ensure you are signed into your Xfinity account,  click my name "ComcastMartinR" then select "Send a Message" on the right side. Thank you! 

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

New Poster

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1 Message

2 m ago

Can I get help too? I was out for 2 days and also out again today. I was told that we can get $15 credit for each day loss of service.

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