Regular Visitor
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16 Messages
Credit for Service Outage (XRE 03062 Error)
Hello,
My TV service was not available due to an XRE 03062 error. The service was out from Friday night May 9th at about 8p until Thursday morning May 15th around 11a. I attempted to contact customer service and to restore the service myself using the xfinity app. This lengthy process was horrible. I'm guessing the delay was because it was a weekend. Finally human contact was made Monday morning (May 12th). The person on the line from xfinity immediately knew the issue could only be corrected with a technician visit. The first available appointment was 2 days later on May 15th. The service technician restored my TV service by replacing the cable box.
This morning (May 16th) I attempted to request a credit via your online credit request. It was immediately denied because there was no record of a service outage in my area. The outage only affected my service due to an outdated cable box (XRE 03062 error).
How can I receive a credit for this issue?
Thank you in advance for your time and assistance!
XfinityRaul
Official Employee
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1.9K Messages
2 days ago
Hello, @BrotherHawk. I appreciate you making us aware of the cable service you experienced due to the error code XRE 03062 via Forums. I would be more than happy to help apply the necessary billing adjustment to cover for the downtime. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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XfinityJustinM
Official Employee
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65 Messages
1 day ago
@BrotherHawk , I really appreciate you taking the time out of your day to allow our team to review this for you. I also want to thank you for sharing that you tried to request a credit using our self-service options, as many customers are not aware that this function exist. Your patience has been immaculate, and I am glad we were able to resolve your credit request. I will place a handy dandy link below with instructions on how to request a credit just in case you need a reminder in the future, but beyond that I hope you continue to interacct with our community forums in the future, as you seem to be very resourceful.😃
Request a credit from the Xfinity Assistant
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