Regular Visitor
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26 Messages
Internet Outages for 12.5 Hours
From Dec. 4 to Dec. 5, I experienced outages totaling 12.5 hours. Should I assume Xfinity will credit my account for those hours, or do I have to spend hours trying to get to a human to help me with this? Dec. 4 was intermittent outages that added up to about 2 hours. On Dec. 5, I lost my internet from 10:30 a.m. until 9:00 p.m.
I kept getting texts with "this link will help you find what you are looking for". The link never worked and didn't go anywhere. Not once could I get to an outage map to find out what was going on or get an idea of when I might be online again. This went on all day and well into the evening.
I do not want to spend hours on the phone with a robot, so I hope someone from Xfinity comes along to help me out.
EG
Expert
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115.3K Messages
1 month ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMarshante
Official Employee
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828 Messages
1 month ago
Hello @mtngigi, thank you for taking the time to leave a post. Sorry you had to go through that 12.5 hours without service, and no clear updates are incredibly frustrating, especially when you rely on your connection. I have attached an article on Request a credit from the Xfinity Assistant which provides steps on requesting a credit for service interruptions. 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.
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