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user_wo95nt
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Tuesday, August 25th, 2026 7:24 PM

Outage from 8/11 - 8/24

I had an internet , and tv outage from 8/11 @ 11 am until 8/24 @ 5:15 pm

The app will only let me claim a 7 day outage? And a $5.00 credit?  For 13 days?

My bill per month is over $200.00 / month 

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5 hours ago

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XfinityJustinC

Official Employee

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2.5K Messages

8 hours ago

Hello, @user_wo95nt thank you for reaching out over Xfinity Forums. I completely understand the concern with the service interruption lasting 12 plus days, and when attempting to try to get credits applied only giving the low amount. I'd definitely like to assist with service/billing concern. To confirm, when attempting to the self-service credit that is through the Xfinity Assistance outlined here, correct: https://www.xfinity.com/support/articles/credit-xfinity-assistant ? 

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user_wo95nt

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32 Messages

Yes. Correct. Tried it

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8 hours ago

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user_wo95nt

Contributor

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32 Messages

Xfinity assistant just keeps saying there is an outage, which there is in my area, but its not affecting me currently 

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8 hours ago

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XfinityJustinC

Official Employee

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2.5K Messages

@user_wo95nt thanks for the confirmation those were the steps you were attempting. Since there are issues getting the full credit amount applied, I can help get this resolved for you. I'll need to gather some information that we don't want here in our public conversation. 

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it


https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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8 hours ago

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XfinityMartyR

Official Employee

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3.6K Messages

5 hours ago

 

user_wo95nt Thank you again for reaching out so we could help provide the correct credit amount for the time your services were impacted. Take care! 

 

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