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user_eqlpbh
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Sunday, August 16th, 2026 12:13 PM

Total Outage, No Restoration Until 5 PM — Requesting Credit and Escalation

I am filing a formal complaint regarding a total internet outage at my account, with no restoration until 5 PM. This is a service failure I am paying for and not receiving. I am documenting this outage with a timestamp and requesting a service credit for the full downtime.

If this is not resolved and credited today, I will be filing a complaint with the FCC and escalating to the Comcast corporate office, and I am actively evaluating cancellation of my service. Please escalate this to a supervisor and provide a case number and callback number.

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1 hour ago

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EG

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120.1K Messages

2 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityThomasC

Official Employee

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3.6K Messages

2 hours ago

Hello, @user_eqlpbh I can understand how frustrating it is when services are down for an extended amount of time. May I ask what was the total amount of hours for the service interruption? Did you know you could go to our technical support page to request a credit for a service impacting event. It's quick and hassle-free, so you don't have to wait.

To request a credit for a service interruption with Xfinity, follow these steps:

  1. Go to the Support page on the Xfinity website.
  2. Scroll down to the "Outage map and credit" section.
  3. Click "Check credit eligibility."
  4. Enter details about your outage.
  5. Review your answers before submitting.

If eligible, a credit will be automatically added to your account. You can also text OUT to 266278 to check for outages and request text updates on service restoration.

 

For more details see: https://www.xfinity.com/support/articles/check-service-outage

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user_eqlpbh

Visitor

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3 Messages

@XfinityThomasC​ good afternoon. It’s been down for at least seven hours so far today. It has not come back up yet. I am aware that I can submit for a credit, but according to the official Comcast website, I have to wait until service is restored to submit for my credit, so that is what I’m doing. I’m waiting till it’s restore. I would much rather have my service restored than a credit on my account. You say you know how frustrating it is, but you really don’t. So don’t patronize me please.

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2 hours ago

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XfinityThomasC

Official Employee

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3.6K Messages

@user_eqlpbh it is the same for customer service representatives when applying for the credit. We also wait for the issue to be resolved before placing any credits on the account. I can keep this conversation open and set a reminder to follow up with you to credit your account. I can apply a credit based on your daily service rate for the days you reported the issue. In the meantime you can use the Xfinity App to keep track of your local team who are working hard to restore service. You can even set up text alerts for ETA on restoration. 

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.
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2 hours ago

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XfinityThomasC

Official Employee

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3.6K Messages

@user_eqlpbh Let's review your account for that service interruption and then I can assist you with that credit. Could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

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

Press Enter to send it.

 

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer.tick

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1 hour ago

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