Visitor
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1 Message
7 outages in 4.5 months — request for service credit and reliability response
Hello,
I’m writing to request a service credit and a substantive response to a worsening pattern of reliability issues at my Xfinity service address in the [Edited: "Personal Information"] neighborhood of Seattle, WA.
Over the past 4.5 months, I’ve received the following outage notifications directly from Xfinity for my address:
1. Dec 7, 2025 — Service interruption, ~12 hours (8:06 AM to 8:05 PM Pacific)
2. Dec 8, 2025 — Service interruption, ~1 hour 19 minutes (8:13 AM to 9:32 AM Pacific)
3. Feb 3, 2026 — “Urgent network performance issue” repair, ~2 hours (11:04 AM onward), with a follow-up repair window noted for Feb 4
4. Mar 19, 2026 — “Network performance issue” repair, ~2 hours estimated (3:17 PM onward, ETA 5:20 PM)
5. Apr 11, 2026 — “Urgent network performance issue” repair, ~4 hours 10 minutes (9:52 AM to 2:02 PM Pacific)
6. Apr 18, 2026 (morning) — Service interruption, ~37 minutes (9:30 AM to 10:07 AM Pacific)
7. Apr 18, 2026 (afternoon) — Service interruption, ~3 hours 42 minutes (2:13 PM to 5:55 PM Pacific)
Total: approximately 25.5 hours of downtime across 7 outages, with two separate outages on the same day (Apr 18, 2026). I work fully remote as a software engineer and this has repeatedly disrupted my work.
The pattern is notable: three separate “network performance issue” repairs in Feb, Mar, and Apr, plus two outages in a single day on Apr 18. This strongly suggests an unresolved infrastructure issue at or serving my address, not isolated incidents. For context, I also have SMS records of additional outages throughout 2025, but I’ve limited this request to the last 4.5 months.
Requests:
1. A pro-rated service credit covering the ~25.5 hours of documented outages.
2. An explanation of the three “network performance issue” repairs in Feb, Mar, and Apr — are these related? Is there a known infrastructure problem serving my address?
3. A plan of action for improving reliability at my address, including any scheduled plant work or node upgrades.
4. A review of my current plan and pricing given the reliability track record.
5. A reference ticket number so I can follow up.
I’m happy to provide my account details via direct message once an Official Employee responds. I’ve been a long-time Xfinity customer and would prefer to continue the service if the reliability can be meaningfully addressed.
Thanks,
[Edited: "Personal Information"]
EG
Expert
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117.5K Messages
6 hours ago
Moved here.
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XfinityJeff
Official Employee
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840 Messages
12 minutes ago
Good morning @user_6v2zwn, and thank you for posting your issue to the Xfinity forums, and thank you @EG for moving the post, so we would be able to respond, I hope this message finds you both well. I am sorry to hear about the issues you are having with the service, as someone who also works from home, I know how frustrating it can be to have service issues, but you have reached the right team for assistance. I did want to mention that in the future if you are experiencing a service interruption, you can request a credit on the account from the digital assistant. You can find instructions here. 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 "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. 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
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