TerriB's profile

Contributor

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3.1K Messages

Tuesday, August 5th, 2025

customer service...OUTAGE

Last night just after 9PM our X1 cable started acting wonky. Could not change channel/view guide or any other function. I called on Comcast voice land line to see if there was an outage but the recording said nothing. I manually restarted the cable box  but no change. Was going to call again but the landline was dead. Checked computer gateway and it was flashing red. Turn on Xfinity Mobile  and there was no WIFI so I had to turn on  data (ugh!) and finally found an outage  near my home and it said it should be back on line by 1:38AM and said they would contact me when the outage was over  so with nothing to entertain me I went to bed. My husband sometimes gets up during the night and turns on the tv or the computer when he can’t sleep and it was out all night which did not make him happy. He went to work at 5AM and I got up at 6 and everything was working. I checked on the outage and it was cleared around 4:30AM although I never got a text or a call that service was restored which was upsetting.  Long story short……is there any chance of getting credit for the outage? I know that it was mostly overnight but try to explain that to my hubby. He needed it to be up and working. Thank you for your consideration. I assume you will direct me to private messaging so I will not give my full name, address,acct number here.

 

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Accepted Solution

Official Employee

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1.9K Messages

2 days ago

Hello, @TerriB! Thanks for creating a new post regarding that interruption and your request for credit. I'm sorry to hear about the trouble you've had, and I'd love to provide whatever I can that will help :) In short, you should be able to use the Xfinity Assistant for a credit request. Let us know if that helps! I also see you've responded via direct message regarding your other request. I'll reply to you there as well, shortly.

Contributor

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3.1K Messages

@XfinitySara​ Thanks and I used the Xfinity Assistant and was able to get the billing credit.......thanks again

Official Employee

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1.9K Messages

Wonderful! Thanks for circling back to confirm, @TerriB :)

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