Unplanned outage on 2/17 - site says "Not Eligible For Credit"

Hi...there was a multi-hour unplanned outage affecting both TV and Internet in my area on Saturday 2/17.  It began around 10 am.  I received a text that it was fixed around 2 pm, however, I continued to experience issues- and despite working with customer service reps via the online chat, my Internet and TV remained out for the remainder of the day.  A technician appointment was scheduled, as they could not assist. 

Everything was working fine when I woke up around 8 am on Sunday 2/18.

I am trying to request credit for the outage on the 17th, and the site is telling me this for some reason:

Your account isn't eligible for a credit at this time

We couldn’t find any eligible outages during the time frame you provided. Please note that power outages or outages caused by weather or maintenance are ineligible for a credit.