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marim4
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Wednesday, April 8th, 2026 12:19 AM

Missing Billing Credit

Experienced over a week of internet outages in my neighborhood last month and was given a $10 credit twice but only one was applied. I'm missing $10 off my April bill due 4/9/26.

Reference ID given by chat agent Shivam: [Edited: "Personal Information"]

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12 hours ago

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XfinityBenny

Official Employee

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16 hours ago

@marim4 Thanks for adding a post to the community. We know having a credit for downtime of service is important, and made it easy to receive one using the link here https://www.xfinity.com/support/account-management/credits/outage/details. Log in to it now, and it will help issue any missing credits for the interruption you experienced. 

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marim4

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Issue is it's not showing the $10 I was guaranteed by the chat agent. Supposed to have $20 off total but only received 1/2 that...

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15 hours ago

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XfinityBenny

Official Employee

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1.4K Messages

@marim4 The second adjustment may not have been approved. The credits for downtime of service are always lumped together as one credit, even if it's for multiple days. Did you go through the link we posted to make sure all the interruptions are credited? 

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15 hours ago

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marim4

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@XfinityBenny​ Yes it applied only $8.06 out of the $10

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13 hours ago

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XfinityAmandaB

Official Employee

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3K Messages

 

marim4 Interruption adjustments are determined by your daily rate. If you already received an adjustment, it may have only had a limited amount remaining for the time you were without services. I would be more than happy to double-check to make sure the full time you were without services was covered, if you would like?

 

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

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12 hours ago

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