Visitor
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1 Message
Why Xfinity cannot make automatic refunds for customers experiencing planned outages?
Regarding Xfinity customer service:
A number of families, including my own, in my neighborhood received notices every day for a week (Monday through Friday) that service would be interrupted due to scheduled work on the network.
When I contacted Xfinity to request a credit, the representative initially offered (after speaking to her superiors for over 5 minutes) a $36 refund for 5 days of downtime. After I pointed out that five days of lost service amounted to closer to $45 based on my monthly bill, she spent another five to seven minutes consulting with her superiors before approving the larger amount.
What concerned me more, however, was what happened next. I asked why each affected customer had to call Xfinity individually to request a refund when the outages were planned and Xfinity had notified us in advance. The representative replied that Xfinity does "not know" which homes are affected by an outage. When I pointed out that these were scheduled outages and that Xfinity had sent notices specifically to our neighborhood, she seemed confused and acted as though she did not understand the distinction.
At that point (perhaps after a waster 30 minutes), I gave up trying to pursue the issue further.
The larger problem is not the refund amount. It is that customers must spend considerable time requesting credits for service interruptions that Xfinity itself planned and announced in advance. In my view, those credits should be applied automatically to affected accounts.
EG
Expert
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118.2K Messages
3 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityLinda
Official Employee
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2.5K Messages
2 hours ago
@EG Thank you!
@user_a4l2im I completely understand how frustrating service interruptions can be, and I appreciate you checking on this. We know your time is valuable, and we appreciate the feedback. For planned outages, credits aren’t applied automatically, but you can request one once your service is fully restored. If we are aware, and the interruptions are prolonged, we credit proactively. This is why we normally add the planned maintenance during our least busy times of the day to interfere with service for the least amount of customers possible.
To keep things fair, credits are applied when there’s a confirmed service interruption. You can easily request one through the Xfinity app or here: https://www.xfinity.com/support/statusmap. Once you sign in, just confirm the outage is resolved. If you’re eligible, you’ll see the option to request a credit right there. Let me know if you have any other questions.
(edited)
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