Visitor
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1 Message
Disruption
Hi, I’m looking for help with ongoing internet outages I’ve been experiencing over the past three days. The interruptions have significantly impacted my ability to work and manage daily responsibilities.
I haven’t been able to reach a live agent, so I’m hoping someone here can provide an update on what’s causing the issue and an estimated timeframe for when service will be fully restored.
Given the length of the outage, I would also like to request a credit or adjustment to my account for the loss of service.
I rely on consistent internet access for work, so I’d really appreciate a timely update and resolution.
XfinityBradM
Official Employee
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1.4K Messages
2 hours ago
@user_4x63ko Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. If you weren't aware, you have access to 22 million hotspots with your Xfinity ID and password for any emergency Wi-Fi situations. There may be a close-by option available if you needed, check out https://hotspots.wifi.xfinity.com/ to find hotspots near you. We do not have additional information to provide when ongoing interruptions effect an area and delays occur. Our teams are provided the same information from the field that customers have access in the support center and Xfinity app.
We have a self-service option for credits needed due to service interruptions. Once the service interruption is cleared we would have you go to the support center and login with your Xfinity ID.
You will then want to navigate about halfway down the page and click the link, "Check credit eligibility" Afterward, a form will launch.
You will then be able to fill out the form and review your submission request the adjustment to your account. The system will reject the credit request if:
You are still experiencing a service interruption
Entered an incorrect date
Already received the maximum amount of credit we can provide for the interruption(s)
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