Visitor
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1 Message
Outage Credit
A tornado damaged my Xfinity exterior drop line on my house on 7/25. Our service was not restored until 8/18. However, when I tried to apply for an online outage credit, the link only allowed for a 7 day period of time. When I contacted customer support using the Xfinity chat, they told me that they could only reimburse me for service outages that they could see on "their end." I don't think it's a fair business practice to continue to charge customers when equipment that Xfinity is supposed to maintain is damaged. When I tried to elevate the issue, my chat was ended? Has anyone else experienced this issue?
XfinityCarolyn
Official Employee
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357 Messages
42 minutes ago
@user_mz16j5 Thank you for sharing your experience, and I apologize for the frustration this situation has caused. I certainly understand your concerns, especially after being without service for an extended period following tornado damage.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list
An "Xfinity Support" graphic will replace 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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