Visitor
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3 Messages
Outage at [Removed: Address]
For Comcast to say that the outage at the above listed address is because of an upgrade in the area is unfair and wrong we've been paying Comcast for over a decade and to cut off our service so you can do a upgrade means that I am paying for that upgrade and anybody else that has an outage you can't get through to talk to no one to put in a complaint all you can do is put up with Comcast doing this over and over and over again I am going to cancel my service and go to another agency because this is crazy that y'all keep doing this s*** and it's not like it's inexpensive because it's very expensive and I've been keeping this service and y'all keep doing the same s*** paying for an update outage is on the customers it's not on you all and to not have service all day is wrong and unfair you should be sued for this
XfinityMatthew
Official Employee
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2K Messages
2 hours ago
Hello @user_a0mjxo We perform these upgrades to make sure that the service can run at peak performance. We understand it can be inconvenient, and we do our best to avoid downtime during peak hours, but some upgrades require additional time to complete. In this case you can request to receive notifications of when the service will be restored. Checking the address I am showing around 11am currently, but that is a rough ETA.
We understand our customers pay a lot for service and we never want you to feel like you would not be reimbursed for downtime. Whenever you have a service interruption whether it be an upgrade or unforeseen downtime you can always request a credit for impacted days through our Xfinity assistant.
https://www.xfinity.com/support/articles/credit-xfinity-assistant
This process will reimburse you the plan cost equivalent for a day's cost of service for each impacted day to make up for the downtime. If for any reason the assistant fails to provide a credit, we can manually issue credits for impacted days.
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user_a0mjxo
Visitor
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3 Messages
2 hours ago
Outage at [Removed: Address] is almost monthly for for upgrades and this is unfair because this is at the customer's expense because we don't have cable all day based on their upgrades and nobody is taking money off for not having Internet or cable they're not refunding money they're not doing anything they just saying sorry for the interruption but this is an all day interruption where you can't use your internet or your cable because they're doing upgrades and that's not fair that means we are at the customers paying for their upgrades and they should be sued for this
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