Service Malfunction – Refund Required

On Saturday at approximately 3:20 PM, my cable service failed during a critical moment of the Texas vs. Ohio State football game. The error code XRE-03059 appeared on my TV. I immediately attempted troubleshooting, including multiple restarts, while Comcast performed its own remote troubleshooting. Despite these efforts, the service was unavailable long enough for me to miss the potential game-tying drive.

This is not only frustrating but unacceptable. I pay for reliable service, not repeated disruptions during pivotal events. A refund for the outage period should not require debate or negotiation—it should be automatic and reflected on my next bill. Please ensure this adjustment is applied without delay.

Responses

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XfinityMatthew

Official Employee

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1.7K Messages

8 months ago

Hello @user_xm9gd7 Sorry to hear about the disruption to your TV service. We do offer credits for service interruptions. To request a credit you will need to request one through the Xfinity Assistant. Steps to do so can be found here: https://www.xfinity.com/support/articles/credit-xfinity-assistant

Let us know if that doesn't work.

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user_xm9gd7

Visitor

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2 Messages

While I appreciate the response to my inquiry, it hasn’t fully resolved the issue. This matter requires a systematic review by a human being rather than an automated reply. At present, if the issue arises—especially during off-hours—I need to set aside considerable time just to have the complaint logged. The issue remains ongoing, and my next step will be to call again to file another complaint.

7 months ago

0

XfinityMatthew

Official Employee

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1.7K Messages

@user_xm9gd7 If you are unable to request the credit through the assistant we can check the interruptions on our end. Please send us a direct message with your full name and the service address to get started.

To send a "Direct 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.

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7 months ago

0

Customer Service

user_xm9gd7

Service Malfunction – Refund Required

XfinityMatthew

user_xm9gd7

XfinityMatthew

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