Refund for Outages

I seem to have a lot of outages. Even since upgrading my internet with Xfinity and paying more every month, I'm still plagued by the crazy number of outages. Why can't they keep a consistent service? I work from home and not having internet means I'm scrambling just to join video calls or even do simple tasks like update online docs.

I also got Xfinity mobile and the hotspot is so terrible. Just last month I was "one of the few" affected by lost phone service. I couldn't make phone calls or text unless it was calling or messaging over Wifi.

Does XFinity provide refunds for those affected by a certain number of outages? I'm close to jumping to another provider.

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CCEthan

Official Employee

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1.4K Messages

4 years ago

@user_664471. We definitely want to make sure we get you consistent service and I can understand the concern to do your job. I don't see a crazy amount of interruptions, only 4 days over the last month and 2 of them were short. If every time your service has issues you are seeing an official interruption in the app or online that would be a lot and worth looking into. If you do not see anything most of the time then you have a premise issue we need to look into. We do provide refunds for downtime as well. I see there is an area issue at the moment and we will follow up with you when it is over to check your signal and troubleshoot.

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user_664471

Visitor

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4 Messages

@XfinityEthan Is four instances over the last month normal? Should I be expecting that?

Not being able to make calls or do work during the day for many hours, 4x a month?

4 years ago

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CCMike1

Retired Employee

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933 Messages

4 years ago

Hi how is everything working now?

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user_664471

Visitor

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4 Messages

@XfinityMikeB It is working but of course I couldn't complete many time-sensitive items when I needed to.

4 years ago

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XfinityJosephA

Official Employee

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2.3K Messages

I know not being able to complete tasks online is very inconvenient. Especially when you work from home. Our techs know not having service negatively impacts you, so they will always work urgently to upgrade the network. I wanted to share this link with you. If you sign in with your Xfinity ID, go to the bottom of the page where says "You may be eligible for a credit, check eligibility." From here you can enter the dates you experienced an issue to get the right credit for the downtime. https://comca.st/3PkLH6j

(edited)

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4 years ago

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user_664471

Visitor

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4 Messages

@XfinityJosephA I don't see that option anywhere. Where is this "You may be eligible for a credit, check eligibility." link?

4 years ago

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CCJennifer

Problem Solver

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743 Messages

@user_664471 Thank you for letting me know. We'll be happy to apply the credit from our end for you as well. Could you please send our team a direct message with your full name and full address?

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3otT4Nf

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

I no longer work for Comcast.

4 years ago

0

Customer Service

user_664471

Refund for Outages

CCEthan

user_664471

CCMike1

user_664471

XfinityJosephA

user_664471

CCJennifer

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