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user_upl9y8
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Tuesday, October 1st, 2024 12:53 PM

Outage but not eligible for outage credit!

We have had nothing but happiness with our Xfinity service for the majority of the last 3 years. However, in the last few months, Xfinity has been having outages in our area and I work from home, so during those times I am unable to complete work. I've typically been able to request a credit online for their outages, but I did for the outage that they had yesterday for 8+ hours in my area and it said I am ineligible! I am a VERY disappointed Xfinity customer not locked in to a contract, so fortunately for me it will be easy to switch if Xfinity keeps dropping the ball.

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3 months ago

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XfinityEricB

Official Employee

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1.9K Messages

5 months ago

 

user_upl9y8 Thanks for reaching out about your adjustment denial message you got for your credit request. I would be happy to look into why it was denied, and make the adjustment myself if it was in error. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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user_g4jaym

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ATTN. XfinityEricB:

 

How do I know you are legit?  In other words, How do I verify that you are an "official" Xfinity employee.

I also experienced Internet outage, and cannot claim for a credit for a 24-hour outage. 
 

For security reason, I prefer not to use public forum.

However after realizing that a lot of xfinity customers were experiencing the same issue, that motivated me to write something here.

 

In the past, I was able to report outage and receive credit by using the "check eligibility" icon under "status center"; but recently (around end of Nov 2024. and beginning of Dec. 2024), this was the result I received after submitting the date of outage "Your account isn't eligible for a credit at this time",

"Sorry, your account has already exceeded the maximum amount of credits. "

 

In the past, after the Internet outage, I had tried to call xfinity, their phone system did not provide a easy way to get to the billing department. When finally, a real person answered my call, it was a 20 to 30 minutes conversation before they were willing to offer a credit for less than a dollar.

It appears that reporting this PUBLIC KNOWN ISSUE to the Better Business Bureau would be the next legit step.

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3 months ago

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