No WiFi for 5 Days, “Not Eligible for Credits”

Hi there. Our Xfinity WiFi has worked mostly fine for several years. However, recently, Xfinity did some planned maintenance in our area to “improve” the system.

The day after this maintenance was completed, our WiFi dropped completely. No matter what we did, it wouldn’t come back on. We followed all the troubleshooting steps we were guided through by several agents over chat and over the phone.

Eventually, someone did some remote diagnostics and told us that our modem was now out of date because of the improvements to the system and we’d have to get a new one. An inconvenience, sure, but not a huge deal.

We drove across town to pick up a new modem, installed it, and the WiFi still didn’t work. We got in contact with customer service again who didn’t know what the issue was, so they scheduled a service visit, but it was the Friday before a holiday so the visit wouldn’t be for another three days.

During the appointment, the technician spent some time troubleshooting but couldn’t figure it out. The company had to send out a dedicated maintenance worker to look at the system at large. After five full days of an outage and a five-hour service call right after a holiday (which we were very grateful for), we finally got WiFi working again (after completely setting up a new account).

My spouse and I both work from home, so we each missed a couple of days of work during this fiasco, losing money. I went online to see if we could at least get credits on our bill since, due to problems caused by Xfinity, we had no WiFi for 5 days, but I was met with a screen telling me we are ineligible for credits.

I can’t get in touch with anyone who’s actually able to help me with this right now. Does anyone have any tips of how I might be able to get some credits or contact someone who can authorize a credit to my account?