1 Message
Frequent Outtages
We had 8 outtages in December 2024. I work from home and cannot stay with an ISP that is this unreliable. Is there a root cause for these that is temporary or is this the level of service we can expect?
1 Message
We had 8 outtages in December 2024. I work from home and cannot stay with an ISP that is this unreliable. Is there a root cause for these that is temporary or is this the level of service we can expect?
XfinityBradM
Official Employee
•
915 Messages
4 months ago
Hey there, @user_ses5ws. 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.
Service interruptions are always temporary and our awesome technicians work diligently to ensure the network's reliability is the top priority. There are many situations outside of our control and only allow us the opportunity to be reactive rather than proactive. Was your area possibly impacted by some severe weather?
Were those interruptions longer than 2 hours during those 8 instances? If so, they would qualify for compensation on the account. 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 link here xfinity.com/support/status and login with your Xfinity ID.
You will then want to navigate about halfway down the page and click the link, "Check eligibility" Afterward, a form will launch.
You will then be able to review your submission and can add 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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