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user_wzejtl
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Monday, March 18th, 2024 1:18 PM

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Exceeded Credits

My WIFI was intermittent for many weeks until after a neighborhood uproar, Comcast acknowledged a problem and seemed to fix it.  For the first time ever, I requested a credit.  That was about six weeks ago. Now the problems have started again and we've had issues for the last four days in a row.  Internet in and out (yesterday a three-hour outage), TV pixelation and freezing, landline dropping out.  My account says I have exceeded my number of credits, which cannot be correct and is unacceptable considering the ongoing problems. How can I fix this, and even more,  get Comcast to resolve this problem which has been impacting the entire neighborhood for months?

Question

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Updated 

11 months ago

63

1

0

XfinityJamesC

Official Employee

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2.1K Messages

1 year ago

Greetings, @user_wzejtl! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service again, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

6

ekwxf

Visitor

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2 Messages

Same basic issue (weeks and weeks of nearly daily outages since April 1-ish) and was just able to get credits for two one-week timeframes, but am trying to submit for all the other weeks up to now and the website is telling me I am maxed out (at $22??). I do not have a DM icon a top-right, but have read that it will appear if I post, so crossing fingers here...

11 months ago

0

Again

Expert

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31.5K Messages

@ekwxf​ 

Please do not send a direct message unless an Official Employee requests that you do so.  Otherwise you are violating our Forum Guidelines and the Acceptable Use Policy.

Thanks!

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

11 months ago

0

XfinityMarcus

Official Employee

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1.4K Messages

ekwxf thank you for using the Community Forums page to reach out. We definitely want to make sure you are asked to send a direct message before sending one over as Again referenced. That said, I would be happy to assist you with your service disruption concerns. Are you still experiencing any form of ongoing disruption to your service?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

ekwxf

Visitor

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2 Messages

@XfinityMarcus​ thanks and no, I'm not currently experiencing an outage/disruption, I am trying to receive credit for outages that occurred consistently over April and May.

11 months ago

0

XfinityPaula

Official Employee

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1.4K Messages

@ekwxf Thanks for clarifying that. I'm sorry that the website is limiting the needed adjustments. For situations like that we can help out! Please send us a direct message with your name and service address. From there I can review the details regarding the interruption and process a credit for the time without services as needed. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

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