PeterPottery's profile

Regular Visitor


3 Messages

Wed, Aug 12, 2020 12:00 PM

Why does Xfinity deny there was an Outage?

Why did Comcast / Xfinity spend an entire 24hrs denying there was a connection outage in our neighborhood?  20 or so customers sent texts, made phone calls etc and time and time again there was, according to them, "No outage at your address".  Then they scheduled a Technician for the next full day.  I just texted with Corporate Customer Service asking if we'd get a credit.  Ummm no.  Since there was "No outage at your address".  The person I was chatting with even said; 'well are you online now?' Ummm yeah. 

  People, including myself, got texts this morning saying: "We fixed the issue impacting Xfinity internet in your area.  If you're back online, you can reply X or cancel your appt.  blah blah blah. 

And yet, there was no outage.  There will be no credit.   So What was going on?  Other than losing the company what 30 x 1/30 x $200 = $200 why did they keep denying it?  We had our neighborhood IT guy talking to Xfinity Advanced Tech Rep who...walked him through the unplugging routine and then say; there "No outage at your address"  Ummm no, there was an outage somewhere around here.  Or corporate or every-freaking-where.  So why didn't they say that? 



Official Employee


2.3K Messages

9 m ago

Hello @PeterPottery, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a customer with us and I am truly sorry to hear about your experience with us around this credit concern. This is absolutely not the kind of service we strive for our customers to receive. I can imagine how much frustration and inconvenience this has caused you, and I apologize for that. I would love to assist you with this credit concern as well as address any other service needs/issues. 


Can you please send me a Private Message including your first and last name as it appears on the account? 


To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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