Outage Credit

I have had multiple service outages in my local area that have caused my internet to be out during the middle of the day for an hour (11/30/20, 12/1/20, and 12/8/20). I had to setup my mobile Tmobile hotspot so that I could continue performing remote learning for my middle school students. Tmobile charges money for any usage over 10GB and I would like to get a daily credit for the inconvenience provided by xfinity as they have performed unannounced maintenance in the middle of the day.

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Accepted Solution

CCTeds

Gold Problem Solver

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18.9K Messages

4 years ago

@jmcchri Apologies for the issue and the experience that you described above.

We have placed credit on your account for the days without services. Apologies for the service interruptions and thanks for your patience.

jmcchri

New Poster

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3 Messages

4 years ago

I thought I would post some of the errors that I've been consistently seeing on my cable modem (Motorola MB8600) so my post comes up on keyword search by other xfinity customers. ***Please note that these errors don't necessarily mean it is an xfinity service outage issue. Xfinity customers should still take the time to recheck items that they are responsible for maintaining in their home (e.g. coax cable runs, cable splitters, customer-provided wireless AP\router and cable modem). If all of the aforementioned items are properly maintained and serviced by the xfinity customer, then the following cable modem errors "might" also be caused by local node\xfinity service issues that an xfinity customer can not rectify and are the sole responsibility of xfinity support personnel to identify and resolve:

Time	Priority	Description (MAC address has been blocked for privacy and security)
11:41:37 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:41:41 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:13 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:17 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:59 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:42:59 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:05 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:05 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:16 Mon Dec 21 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:19 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:19 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 23; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:24 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:24 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:26 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 22; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:28 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
11:43:30 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 4; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:37 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:37 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:37 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:39 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:37:44 Mon Dec 21 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:08 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:32 Mon Dec 21 2020	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:40 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:41 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:47 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:38:47 Mon Dec 21 2020	Warning (5)	MDD message timeout;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:39:24 Mon Dec 21 2020	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:40:27 Mon Dec 21 2020	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:40:37 Mon Dec 21 2020	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;
12:40:42 Mon Dec 21 2020	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
12:41:10 Mon Dec 21 2020	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=MAC BLOCKED FOR Customer Privacy;CMTS-MAC=MAC BLOCKED FOR Customer Privacy;CM-QOS=1.1;CM-VER=3.1;

CCTeds

Gold Problem Solver

•

18.9K Messages

4 years ago

@jmcchri

Apologies again. Credit has been applied as appropriate.

Most all of the recent outages in your area have been labeled as unplanned. Scheduled non-emergency maintenance work is typically done in the overnight hours as to have a lesser impact on our customers.

We have ETRs (Estimated Time of Repairs) that we can communicate to customers based on outages.

Sometimes those ETRs can change and vary depending on the scope and complexity of the issue.

TheETRs can change once our technician arrives on the scene of a fiber cut or a car crash into a utility pole or waiting for the police or fire department to declare an area safe.

These are some examples of items that can impact any ETR. Thanks for your patience.

jmcchri

New Poster

•

3 Messages

4 years ago

I had another xfinity service (internet & TV) outage again today (12/21/2020) caused from some maintenance being performed by comcast technicians. Expected outage time frame per xfinity service status checker was supposed to be from approx 12/21/20 5:35am CST and finish by 12/21/20 @ 1:05pm CST. It is now 12/21/20 @ 1:35pm cst and xfinity status checker states the following update: "Your XFINITY services may be impaired, and we are working to resolve any technical issues in your area. We apologize for any inconvenience and thank you for your patience." Xfinity has now conveniently changed their service outage message with no ETA for remediation. I've had to deal with these unplanned xfinity service outages on a daily basis ever since I signed a 2yr contract & upgraded my service from 300mbps to 1gb on Dec 3, 2020. Each service outage I've had to personally call in to xfinity customer support or post in this forum so i could get a credit for service/quality i pay for but I'm not receiving. Is there anyway xfinity could be more customer service focused & proactively give credits for "known" service outage issues? The whole process is really shady especially since xfinity has no issues raising rates & imposing download overage fees to its customers, while also not living up to their service contract requirements. Each time, xfinity customer support would waste my time and have me unnecessarily restart my modem and check signal levels when my issues were caused by known maintenance. I've also recieved typical guidance from xfinity where they insinuate the issue is with my cable modem, my internal wireless router, or a defective splitter/cable in my home. All of these reasons for the "issues" conveniently place blame on the customer regarding an obvious xfinity service issue. I remember 3 years ago when this same type of issue occured in my local node/area the xfinity service technician said that these ingress signal issues were actually being caused by one neighbor's noisy line/device. Once that line & device was replaced & the appropriate coax terminator cap/filters were put in place on the pedestal very long standing xfinity service/speed issues were finally resolved. Hopefully, other xfinity customers read this post so they can be properly informed on all of the potential issues that could be impacting their service issues. Xfinity please do not overprescribe service to areas/nodes that can't consistently provide at least 80% of the bandwidth and service availability requirements. Instead, fix the underlying network connectivity issues or proactively give credits as you work on problems. Also, a long standing issue/problem shouldnt be considered fixed if it happens again within 48 hrs of the same issue being supposedly resolved. Truly fixing an outage requires proper identification of the underlying issue or problem that is causing it to occurr (aka proper RCA)... Otherwise, the fix is just a "band-aid" & not the appropriate solution to the root cause of the problem.

XfinityJosephA

Official Employee

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1.2K Messages

3 years ago

Hello, jmcchri, I'm sorry this latency is impacting your ability to use service. Please click on my username to use the send message option. Just include your name and service address so we can take a closer look at your connection and signal quality.

BonniePharmD

New Poster

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1 Message

3 years ago

We have had outages for the past 3 days (and still are having them) - the Comcast representative told me to go online and request a credit to our account for the outages - how do I do this?

XfinityMarcos

Official Employee

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1.5K Messages

3 years ago

Hello, @BonniePharmD, Thank you for reaching out to us today on the Forums and giving me a chance to help you with your pesky interruptions concerns. I know those are lame, I can only imagine how you've been feeling over the past 3-days, but I have your back. In order to get started can you please send me a private message with your full name? To send a private message, click my name "ComastMarcos", then click "send message".

rimbong

New Poster

•

1 Message

3 years ago

Can I directly send you my name for the outage credit?

We have been lost the service for 3days.

Thanks!

CCShayne

Not applicable

•

20 Messages

3 years ago

Hello Rimbong, yes you or anyone else that needs assistance specific to your account can send us a private message at anytime.

When you do so, please include with your first and last name as well as your address so I can locate your account.

To send a private message, click my name " ComcastShayne", then click "send a message".

XfinityBillie

Official Employee

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2.3K Messages

3 years ago

Hello @moreno6723 I would be happy to assist you with making sure the appropriate adjustment is applied for any time you were without service. Please click on my handle "ComcastBillie" and send us a private message with your full name and address to get started.

moreno6723

New Poster

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1 Message

3 years ago

I had an outage of service feb.14 2021 to Feb 17 2021can I get a credit

Frank3961

New Poster

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1 Message

3 years ago

Hi,
Would like to know if I am eligible for outage credit?

CCTeds

Gold Problem Solver

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18.9K Messages

3 years ago

@Frank3961

We went ahead and credited for the service outages you encountered this week due to the storms.

As a courtesy, we have also credited back any late charges and reactivation fees incurred over the past months. I hope that helps. Thanks for your patience and hang in there.

sbarrera91

Regular Visitor

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2 Messages

3 years ago

Good Evening,

I am writing because I had outages for 4 straight days durring the winter storm in Houston TX. I was wondering if I could get a credit for that. It was from Monday February 15th to Thursday February 18th. It would be really helpful seeing as this was and still is a hectic time for us.

Thank you for your time,

Sandra

XfinityJamesC

Official Employee

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1.3K Messages

3 years ago

Greetings, @sbarrera91! I can definitely help with this request. 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 account, 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”.

Billing

jmcchri

Outage Credit

CCTeds

jmcchri

CCTeds

jmcchri

XfinityJosephA

BonniePharmD

XfinityMarcos

rimbong

CCShayne

XfinityBillie

moreno6723

Frank3961

CCTeds

sbarrera91

XfinityJamesC

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