Visitor
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1 Message
Letter to "Arbitration Nod"
Hello,
I am writing about an extremely egregious situation Comcast/XFinity has been putting upon myself and my neighbors.
Last week (5/8/2026) we began experiencing intermittent service outages which are continuing to this moment (5/15/2026 9:00 am).
This has been very frustrating as my wife needs the internet for a home closing she was attempting for her mother, not to mention the "XFinity Entertainment Experience".
I am a "Diamond" XFinity member (for whatever that is worth) and went through the Xfinity assistant for some sort of compensation for the outages.
Last night (5/14/2026 ~7-8pm) I was connected with an agent who was able to get me ~$40 reimbursement, and while I was on the line, he could sign me up for a plan that would save me $20/month on my bill going forward... and get an Apple watch.
I asked if I would have all the same programming. He asked which programs were important, and I told him MSNow (my wife's go to) was a definite. He said yes, that would be included.
Long story short, I ended up with a plan installed that was $20/month cheaper and an Apple watch on the way.... Fantastic, right?
No, when we accessed the new programming, there were only 10 or so very basic channels (and definitely not the promised channel 830 MSNow).
I phone-called an XFinity agent about 10pm 5/14/2026 and asked to put me back on the programming service I had 3 hours before.
I told him about the hustle I experienced with the online agent 2 hours before.
He apologized, and was able to restore the previous service (but at a $25/month increase because of contract discount expirations) and sent me over to XFinity Mobile to cancel the Apple Watch order (which is yet another ridiculous inconvenience, as XFinity had already processed the order at 9pm!).
I am asking to have my ~$221/month service (which was terminated 5/14/2026 ~ 9pm) restored, as well as the original ~$40 reimbursement for loss of service during these continuing outages. This would be a very economical remedy to our situation for your company.
If I do not hear back, I will be dropping all XFinity services other than the Internet Gigabit, and switching to YouTube TV.
If Google Fiber were here, I would be dropping XFinity completely.
EG
Expert
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117.9K Messages
1 hour ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJeff
Official Employee
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913 Messages
1 hour ago
Greetings @user_narfww, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well, and thank you to @EG for moving the post so we could address the issue. I am sorry to hear about the issues you had with the plan change that was done, but you have reached the right team that can take a look at this issue for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• 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, please add your full name and address
• Press Enter to send it
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