Frequent Visitor
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7 Messages
outages - explanation and credit
Hello - we had 2 unplanned outages in hercules, ca, 94547. 5/21 from 12:14 to 12:51, and 5/30 from 2:17 to 2:47 - the entire xfinity infrastructure at our place was out: tv, internet. It came back all on its own. There was no power outage. At the very least I'd like a small credit for these, but it would be great if they didn't happen at all. Any comments?
(I saw an earlier post similar to this with different date/times - the response was to send a DM to xfinity support. So I did also and quickly received a response that I need to be invited to do so first. It might make sense to pin that general note. It was suggested that my signing up here I have agreed to the T&C. That is quite possibly true, however I have signed up to community support/forums for tens (if not more) of companies each with a different set of T&C - it is totally unreasonable to expect a customer/client to remember each one. which is why I suggested a pinned note. Anyway...)
XfinityBenny
Official Employee
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790 Messages
11 months ago
@sshapiro Thanks for the feedback about DM's, but this is a different type of platform. The community is great for posting questions or feedback, and have other members engage to provide support or solutions. Employees also monitor the forums and provide support. At times direct messaging is needed to protect customer information, and having the ability is great. Sending messages without posting bypasses the intent of the community though, and keeps the resolution private instead of being shared. To send messages directly to an agent without permission, we have our Live Chat platforms. Where agents are ready to assist immediately one on one. Sign in here https://www.xfinity.com/support/contact-us to view the Live Chat link. We specialize in replying so as many people as possible can take advantage of the solution. That helps build our community and knowledge base. Hope that helps, and you're also welcomed to share any tips or solutions you have as a user to others. You would be a valuable asett to the platform as a current subscriber.
For credits from service interruptions, we do provide a full days credit to the account for any day that has more than 4 hours of service downtime. It's easy to do so here https://www.xfinity.com/support/account-management/credits/outage/details. You can see the details and screenshots of what to expect at the bottom of this https://www.xfinity.com/support/articles/check-service-outage page. The Status page will also have a button to click on for credits from recent interruptions. It's a great resource to save to your favorites/bookmarks, and easily resolve any credits using that self service portal :).
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