Your account isn't eligible for a credit at this time

I was not aware of this Outage Credit feature until I stubled upon it accidentally. How sneaky of Xfinity to not give credit proactively and to not inform customers regarding this option to receive credits for outages and to sneak the "Outage Credit" button somewhere in the vast unnecessary information on their website.

Had Outages on:

Jan 16, 2023 = Requested and received $5 credit to a/c

Feb 13 - Feb 16, 2023 = Requested and received $5 credit to a/c (3 days outage but still only $5 credit)

Feb 21, 2023 = CREDIT NOT RECEIVED. Clicked on "Get Account Credit" but then got error message that "Your account isn't eligible for a credit at this time".

March 4, 2023 = CREDIT NOT RECEIVED. Clicked on "Get Account Credit" but then got error message that "Your account isn't eligible for a credit at this time".

We've had several service outages in the past 3 months (and GOD knows how many in the past numberous years when we were not aware about this Credit feature) and have only received credit twice. What determines eligibility? Will I be able to receive the remaining Feb 21 and March 4, 2023 credits next month or tomorrow? Is it 2 credit request per day? What are the criterias? It is unacceptable to have Xfinity service go out regularly for “unexpected” problems and put a two credit cap on credits.

Thank you.

Kim.

Responses

EG

Expert

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108.8K Messages

2 years 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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XfinityJorge

Official Employee

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2K Messages

2 years ago

Hey @user_c581c1 thank you so much for contacting our Xfinity Support Team over our Forums. We understand that you have had issues with your service, and we are here to help with the service interruptions. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

2

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U

user_c581c1

Visitor

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4 Messages

@XfinityJorge - I sent a private message via chat to Xfinity Support with my full name and full address. I am not seeing any response though.

2 years ago

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U

user_c581c1

Visitor

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4 Messages

2 years ago

Came here to update as of 5:16pm CST - XfinityJorge has gone ahead and rectified the issue and gave the full credit of $10 (for the 2 days of outages) whereas the pervious rep Shaina I was chatting with only wanted to issue $3.40. Thank you @XfinityJorge !

(edited)

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U

user_bdd8e3

Visitor

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2 Messages

2 years ago

I have the same issue. @XfinityJorge - can you help me please? TIA

5

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CCFelicia

Problem Solver

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311 Messages

@user_bdd8e3 thank you for reaching out to us, how can we assist you?

I no longer work for Comcast.

2 years ago

0

U

user_bdd8e3

Visitor

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2 Messages

We are consistently having outages but I am unable to claim credit and I get an error stating ""Your account isn't eligible for a credit at this time"

2 years ago

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CCShaina

Problem Solver

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393 Messages

@user_c581c1 I appreciate your providing these details and am sorry to hear that the credit process via https://www.xfinity.com/support/status has been unsuccessful.

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

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

0

U

user_8db720

Visitor

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1 Message

@XfinityShaina

can someone enlighten us as to what the criteria are for an outage to be eligible for credit rather than always going through the process only to be denied by the bot?

2 years ago

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XfinityAntoine

Official Employee

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1.4K Messages

You can reach out to us here, and we'll credit you for the time you were without services.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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U

user_ddf8b1

Visitor

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1 Message

2 years ago

Wow I also had no idea I could ask for a credit for an outage. So I try to do that and it says I'm not eligible. Sketchy. I guess they can say that the option is there but make it difficult to complete so people will not want to deal with the [Edited: "Language"].

(edited)

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CCMichelle

Problem Solver

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788 Messages

We can always help to credit you for any time that your services are impacted. Can you please reach out through direct message with your first and last name, name on the account if different and service address?

To send a "Direct Message" to Xfinity Support:
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

0

Billing

user_c581c1

Your account isn't eligible for a credit at this time

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