Planned Outage, No notification

Outage today for several hours. Xfinity workers on-site told me that the outage was planned, it said so on the app as well.

1) Why wasn't I notified? Looking at previous questions asked by users, this seems to be a recurring issue.

2) Will we receive some kind of discount on our current bill given the downtime?

I totally understand that maintenance is sometimes necessary but this was planned and we should have been given a heads up, a text, anything.

Responses

XfinityAntoine

Official Employee

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1.4K Messages

8 months ago

Thanks for reaching out, user_9s2lo5! I'd be more than happy to answer your questions in the order you asked them.

1) Usually the routine maintenance doesn't last long (minutes not hours), so we don't do mass notifications on the Xfinity App like we do with service interruptions.

2) No, there isn't any discount on your bill given for time you were without service due to an interruption. However, I can credit the account for the time you were without service.

I do admit it isn't something that's broadcasted like the suggested text or phone call.

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Thank you for your reply! Service was down today from about 10 am to 3 pm which is the middle of the work day. Many people work from home and I could have gone somewhere else if I knew there would be an interruption this long. The technicians outside said they were moving the lines underground which I imagine would take more than a few minutes.

I would very much appreciate a credit. Thank you.

8 months ago

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XfinityRaul

Official Employee

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1.9K Messages

@user_9s2lo5 I completely understand where you're coming from. I also work from home, so I know how important it is to always have a reliable connection. We do our best to inform our customers of any potential service interruptions to prevent you from losing time at work.

I would be more than happy to review your account to see what we need to do to make any necessary billing adjustments. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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8 months ago

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Customer Service

user_9s2lo5

Planned Outage, No notification

XfinityAntoine

user_9s2lo5

XfinityRaul

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