Visitor
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2 Messages
Repeated Service Interruptions: Request for Review and Additional Credit
Hello,
I’m requesting review of a recurring Xfinity service reliability issue in my area. In less than 2 months, since August 3, I have had 14 service interruptions on:
8/3, 8/8, 8/10, 8/14, 8/16, 8/17, 8/18, 8/27, 9/1, 9/5, 9/6, 9/12, 9/19, and 9/26.
I have retained Xfinity’s notifications documenting each event, and several specifically acknowledge that I have experienced “multiple interruptions recently.”
Today I submitted requests for all eligible automatic outage credits and received credits for 3 (I can’t tell if the remainder are pending or can’t be granted) for the qualifying interruptions through September 19. I appreciate those credits, but the larger pattern or recurrent interruptions needs addressing.
I would appreciate an explanation for why interruptions have been occurring so frequently, whether anything is being done to address the recurring issue, and consideration of an additional service-quality credit given the overall reliability problem. I believe a one-month credit would be reasonable.
Xfinity Assistant AI bot refuses to help connect me to any human because I am currently experiencing yet another outage, even though this is essentially a billing and service reliability issue: (“Due to the outage in your area I'm unable to get you to an agent or troubleshoot.”)
Thank you for reviewing the repeated interruptions as a whole.
Community Best Answer
ATLHomeUser
Visitor
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2 Messages
27 minutes ago
A number of representatives who contacted me from the Executive Relations team have continued to describe the events as separate incidents rather than acknowledging the overall pattern as an unusual reliability problem.
The explanations provided have been that different outages may have different causes, some planned outages were related to infrastructure work, and that no internet provider can guarantee uninterrupted service. I understand that isolated outages occur. My concern is that Xfinity has effectively treated this frequency of interruption as routine and has not communicated that the pattern itself prompted any different level of review or response.
I am not asking for a guarantee of uninterrupted service. I am asking whether, because of this documented pattern, Xfinity has actually taken any additional action beyond responding to individual outages as they occur, such as a broader reliability review, escalation, or a corrective plan intended to reduce the likelihood of recurrence. The best the agents could offer me was to call them if I have another outage. The agents have asked "well what do you want me to do?": talk to someone who can do something.
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XfinityAirelle
Official Employee
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3.6K Messages
7 days ago
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