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user_qx8zla
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Visitor

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3 Messages

Friday, July 24th, 2026 2:46 PM

Interent outage

My internet has been out several times these last 2 weeks. Can  I get compensation for it on my bill?

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8 days ago

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XfinityOrlandoM

Official Employee

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3.6K Messages

26 days ago

@user_qx8zla

Thanks for reaching out to us. Once the service interruptions are resolved, you can apply for credit through our awesome Xfinity app.

 

To request a credit for a service interruption via the Xfinity app, follow these steps:

  1. Sign in to the Xfinity app as the primary account holder or manager.
  2. Click on **Ask Xfinity Assistant**.
  3. Enter **credit** or **credit for fees** to request a credit for the service outage.

 

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user_k9szcc

Visitor

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3 Messages

My Internet service was completely down from July 27 through August 11, which is about 15 days. Xfinity confirmed that the problem was caused by a damaged underground cable line, and the repair took about two weeks.

Since the outage was caused by an Xfinity network issue and I was unable to use my Internet service during this entire period, I would like to request a credit for the full period of the service interruption.

Could you please review my account and apply the appropriate outage credit?

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8 days ago

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XfinityShawn

Official Employee

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2.6K Messages

 

user_k9szcc Please use this link https://www.xfinity.com/support/articles/credit-xfinity-assistant as it will show you how to request a credit. 

 

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 as Best Answer.tick

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8 days ago

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user_k9szcc

Visitor

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Credits have been issued to your Xfinity accountThe credits will be reflected on your next month's statement.

This is what it show me. I open my account and I only see a $22 credit on my account on 08/10/26.

My total monthly bill is $141, but $40 of that is for my home security service. My Internet portion is $101 per month.

My Internet service was completely unavailable from July 27 through August 11, approximately 15 days. Xfinity confirmed that the outage was caused by a damaged underground cable line.

I would like to request a credit for the Internet service for the entire outage period. Based on my $101 monthly Internet charge, I believe the credit should be approximately $50.

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8 days ago

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XfinityShawn

Official Employee

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2.6K Messages

 

user_k9szcc Did it ask about the days without service? The Xfinity Assistant does apply the appropriate credit based off your account. 

 

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 as Best Answer.tick

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8 days ago

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user_k9szcc

Visitor

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3 Messages

No, it did not. It only showed me this:  

  Credits have been issued to your Xfinity accountThe credits will be reflected on your next month's statement.

  That is why I try to find a real person to help me.

   I think the real agent gave me the $22 credits on 08/10/26. I did chat with real person agent on 08/10/26 to report there is not one come to repair the underground cable line.

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8 days ago

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