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Cooler110033
1st Topic

2 Messages

Sunday, August 18th, 2024 1:31 PM

Closed

Outage Refund

I was out of internet last night from 7pm to 9pm. This marks the third internet outage this month. No bad weather. Xfinity had a prompt that said we know about the issue and are working to solve the problem and estimated it would be down till 10pm.

As this is the 3rd time this month, I would like a credit or a refund for the downed internet time. 

Question

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Updated 

3 months ago

969

3

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XfinityThomasB

Official Employee

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1.9K Messages

8 months ago

Good morning Cooler110033

Appreciate you reaching out! Thank you so much for the details. Our team is always here to help! You can easily submit this type of request. I included the link here below on how that is done. We always want to make this process easy for our valued customers. 

https://www.xfinity.com/support/account-management/credits/outage/details

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user_fqopmh

1 Message

8 months ago

Mine is down as well but says there’s nothing wrong in the outage map. Already restarted equipment twice.

4

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XfinityPeterH

Official Employee

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1.8K Messages

Thank you for letting us know about your connection issue @user_fqopmh  In the future please start your own public post so you can get the help needed and follow our community guidelines. That said please feel free to send us a direct message with your name and address so we can investigate your account:

(Full credit to @BruceW  for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging


 • Click the "New message" (pencil and paper) icon


 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 •  - An "Xfinity Support" graphic replaces the "To:" line


 • Type your message in the text area near the bottom of the window


 • Press Enter to send it


See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

 

 

 

(edited)

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

8 months ago

0

Cooler110033

2 Messages

@user_fqopmh​ Thankfully it went back up inside an hour this time. 

The link from ThomasB's post above is sadly not helpful. Just takes you to a date entry field that spits out, "Sorry, we didn't find any eligible outages during that time-frame."

Weather-related outages don't count. Though I'm not sure how to verify if it was indeed a weather-related outage as the weather's been clear and fine the past few days here in Colorado, so I guess you're just supposed to trust that you don't deserve a refund by the guys who stand to profit from not giving you one. Makes sense to me!

8 months ago

0

XfinityAlfonso

Official Employee

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1.6K Messages

Hello Cooler110033 we're still here to assist, and can review the account for any interruptions and provide the appropriate amount of credit. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

 

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
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

8 months ago

0

user_uocyd8

3 Messages

Xfinity support outage refund

3 months ago

0

user_uocyd8

3 Messages

3 months ago

People are not encouraged to seek an outage refund because you intentionally make it so darn difficult. 

1

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XfinityAlfonso

Official Employee

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1.6K Messages

 

user_uocyd8 thank you so much for taking the time to reach us here via our Xfininnty REsidential Community Forums.  To request a refund for a service interruption, you can do so easily by using our Xfinity Status Center. Once signed in with your Xfinity ID/password,  scroll to the section labeled "Tips in Case of An Outage"  
 
"Experienced a recent outage?"
You may be eligible for a credit. Check eligibility
 
You'll then click the check eligibility link, which will auto-review any current interruptions, and apply the appropriate amount of 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 a reply as the Accepted Answer.tick
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

3 months ago

0

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