Visitor
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2 Messages
Customer support inquiries re" neighborhood "upgrades"
Today is the third day that Xfinity is conducting "upgrades" in my neighborhood, resulting in periodic network outages. This is extremely frustrating, as both my husband and I work from home and pay quite a hefty bill to ensure we have the high-speed internet necessary to perform our jobs appropriately. I have three questions that require your response:
- What will you be doing for us to make up for the loss in productivity and sky-high frustration these "upgrades" have caused? A fiber-optic provider recently installed lines in our neighborhood, and leaving Xfinity for that service is looking mighty tempting right now.
- How are you communicating with Xfinity Mobile to ensure we are not penalized for increased data usage during this time, either by throttling our speeds, tacking on overage charges, or any other penalty? As a result of our unreliable internet service, we've had to rely on mobile service for work calls and meetings, resulting in significantly higher data usage.
- What is the status of these "upgrades," and when will they be done? I continue to receive conflicting auto-texts from your system, and the page I'm directed to for updates does not provide any useful information.
I appreciate your prompt response.
XfinitySara
Official Employee
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2K Messages
10 days ago
Hello, @km12345678! Thank you for taking the time to create this post with your concerns around the upgrades being performed in your area. I understand your frustration. Having your internet service interrupted, especially when you both work from home, is a significant issue. Our team is an amazing resource, so you've come to the right place!
Here are the responses to your questions, based on how we typically handle these situations:
1. Compensation for Loss of Productivity
Our policy regarding service interruptions, including planned upgrades, is to offer a credit for the time the service was down. This credit is generally based on the prorated cost of your monthly service. We do not typically provide compensation for lost wages or productivity.
- How to request a credit: You can often request a credit for an outage through the Xfinity app or the Xfinity Status Center website.
- Check for eligibility: Navigate to the Support page on the Xfinity website, or use the app, and look for an option to "Check credit eligibility." You will likely need to enter your account details and the dates of the interruption.
- What to expect: The credit is usually a small amount, such as $5 or $10 per interruption. We can always review the account, though, if you run into any trouble online.
2. Xfinity Mobile and Data Usage
Xfinity Mobile is a separate service from your home internet, but they are linked to your overall Xfinity account. While we don't necessarily have a specific policy for waiving data overage charges during a home internet interruption, you can take a few steps to address this concern.
- Understand your plan: Review your Xfinity Mobile plan to see if you have a "By the Gig" plan or an "Unlimited" plan. If you have a By the Gig plan, you are charged in increments for data usage.
- Contact customer support: The best way to address this is to let us know, like you've done here. We may be able to offer a temporary plan change or a one-time credit for the overage charges (after reviewing the account).
- Consider a plan change: If these upgrades are a regular occurrence right now, or you anticipate relying on your mobile data more frequently, you might consider temporarily upgrading your Xfinity Mobile plan to an Unlimited data option to avoid future overage charges.
3. Status of Upgrades
Conflicting information about the status of network upgrades is definitely frustrating. To get the most accurate and up-to-date information, you should use our official self-service tools.
- Xfinity app: The Xfinity app is often the best source for real-time updates. When you log in, it should display a banner if your location is impacted by an unplanned interruption or planned maintenance. Tapping the banner will provide details, including a description of the work and an estimated time of restoration (ETA).
- Xfinity Status Center: You can also check the status of your service online by visiting the Xfinity Status Center. You will need to enter your address to see information specific to your location. This page often includes details about the cause of the interruption (e.g., "network upgrades" or "planned maintenance") and the ETA.
- Text alerts: If you haven't already, sign up for text alerts. You can do this through the app or by texting "OUT" to 266278 (COMCST). This will send you automatic updates on the status of the service interruption.
It's important to remember that the ETAs provided are often estimates and can change as the work progresses. For the most detailed information, you will need to continue checking these official sources rather than relying on automated texts alone.
Please let me know if this helps, and how it goes after checking all available options. Our team remains here, happy to help in any way we can, and I appreciate your patience while we complete that work in your area.
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Tlaps
Visitor
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2 Messages
10 days ago
There was also neighborhood updates yesterday here in MN and my internet was working perfectly fine. +/-10% of my paid speeds. Perfect. And now after these “updates” my internet is incredibly slow. I pay for 1.3 gig. I am now getting 14-50 mbps. This is unacceptable. I have power cycled my modem and my router and that hasn’t helped at all. Please. Fix. This.
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