U

Visitor

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4 Messages

Tue, Aug 3, 2021 9:35 PM

outage credit intermittent

Over the past few months, I've had a number of service interruptions which have impacted my ability to work. I've resorted to having my hot spot (which costs money) on standby constantly. How do I request a credit, and resolution to this ongoing issue? The first year of the pandemic the connection was rock solid. Thanks.

Responses

Accepted Solution

Visitor

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4 Messages

1 m ago

Hello - I have signed up for text alerts every time there is an outage so at least I know when they are resolved. What other steps can I take? I believe Comcast knows there is an issue - they did have a crew in my yard a couple months ago replacing lines that were chewed up by squirrels, but they said it was a temporary fix so I believe they still have some action to take.

Thanks

Official Employee

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103 Messages

@user_4e988e Thanks for letting us know! We would like to look into these recent interruptions further. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

@XfinityNico

Thanks for your response. How do I send a private message to Xfinity support? I can't find this feature on the website.

Thanks for any help. 

Official Employee

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255 Messages

Good Question! To send a Message:


1. Click on the Chat Bubble icon in the upper right corner.
2. Search for "Xfinity Support" and select "Xfinity Support" from the drop down list.
3. Type your message in the text area.
4. Press Enter to send!

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

Visitor

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4 Messages

I was able to connect to an agent who issued me credit for the days the internet was out over the past month - but more importantly I'm scheduling a time for them to come out and inspect and possibly replace the line so hopefully the outages stop. Thanks!

EG

Expert

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89.1K Messages

1 m ago

Concern moved here for greater exposure to actual Comcast employees for assistance. 



Official Employee

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103 Messages

1 m ago

Hello @user_4e988e, thanks for reaching out for help on our forums! We're sorry to hear that you've been experiencing a connection issue with your internet service. You've reached the right team to help and we can certainly assist with this internet concern. What steps have you already tried to resolve this issue? 

EG

Expert

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89.1K Messages

@XfinityNico

FWIW. They stated this first: "How do I request a credit," 

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

@EG Thank you for pointing this out! We will make sure the OP gets taken care of. For others who are wondering the same thing, credits for verified interruptions in the area can be requested in the Xfinity Status Center at xfinity.com/status. Here is an amazing article that covers how to check to see if it is a verified interruption and check eligibility: https://www.xfinity.com/support/articles/check-service-outage.

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

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