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user_xdwmyq
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Friday, January 31st, 2025 2:19 PM

Compensation for interrupted service

We have received the following text message so many times that we have become almost numb to it. As such, when we are using our devices and TV and see the buffering circle for long periods of time we don't even call anymore like the old days when our service is interrupted. We're like..."Oh, they know...".

But, when we stopped and thought about it yesterday, never once have we seen a credit for the BUNCHES of time our service has been interrupted. In other words, even when Comcast Infinity KNOWS are service has been interrupted, they charge us full price. And that's just wrong.

Please rectify. 

Aforementioned text message:

"We're aware you may be experiencing a service interruption due to a network performance issue and actively working to fix it by 01/30/2025 11:45 AM. We're working as quickly as we can to resolve the issue and appreciate your patience. We'll text you as soon as work is completed.

Txt help or stop"

Question

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Updated 

3 months ago

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EG

Expert

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110.1K Messages

3 months ago

Concern moved here to the Customer Service 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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2.1K Messages

3 months ago

 

user_xdwmyq Hello there! Thank you so much for using our Forums to contact us and we are sorry to hear about the connection issues you have been experiancing. If you take a look here https://www.xfinity.com/support/articles/check-service-outage you can stay on top of any service interruptions in your area and if you go towards the bottom of that link it shows you how to work towards getting a credit if you were affected by a service interruption. Please let us know if you have any questions or need help with the service. 
 

 

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user_xdwmyq

2 Messages

@XfinityJorge​ hi. I did follow your advice Jorge. Thank you. But, despite NUMEROUS (so many!) service interruptions over past recent months, by the time I typed in even just the details of the 3rd interruption, Xfinity bots told me my two measly credits of 5$ each (just ten dollars total) was the MAX I could receive. Pretty lame. My service was interrupted WAY MORE than just twice, and I have the dates and times. I believe I am due much more than just 10$ in refunds. And this "rigamaroll" process Xfinity makes me go through to even get that far and then have a super low cap of ten dollars...sure seems like it is designed to stymie complainants. 😔

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3 months ago

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XfinityJeniece

Official Employee

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3K Messages

Thanks for reaching back out! Credits are applied for service interruptions based on the monthly billing rate of your services and the time that your service was disconnected for the service interruption. If you are having ongoing issues with your services when there is no service interruption reported we would be happy to help with troubleshooting your connection. I understand how important it is to have a solid connection as I rely on my connection for work and video calls!  

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3 months ago

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