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agsf
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Tuesday, September 15th, 2020 1:00 PM

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Credit for extended outage

How do I get a credit for extended outage (8 hrs) during business hours?

I'm in the middle of an outage right now.

 

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4 years ago

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user_6cc246

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1 Message

4 years ago

Everything has been out at my house today as well - since before 9am, and estimated time to be back on is after 8pm (but that has changed a few times throughout the day).  My remote student could not attend school today and my husband that works from home, could not work from home.  This has been very frustrating as it is impossible to speak with a person at Xfinity.  Customer Service is nearly as weak and spotty as half the channels in my lineup.

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XfinityKatie

Official Employee

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744 Messages

Thank you for taking the time to make this post and comment letting us know of the service issues you are running into. We know it can be frustrating to have issues with your connection, especially when you are relying on it now more than ever. If there is an active interruption in your area, you are able to keep up to date with the estimated resolution time provided by our technicians via the My Account app or by going to https://www.xfinity.com/support/status/. These times are only an estimate, so it can change. However, our technicians on-site are always working hard to get things back online as fast as possible as we know having a working connection is important.

 

Once the interruption in your area has been resolved, you can request a credit for the downtime on that same page by being logged into your My Account online profile and hitting the "Tell us more about your experience" in the tips section at the bottom of the page. From there, a form will launch to determine eligibility for the credit. You can provide details about your experience during the interruption. If your scenario meets the criteria, a credit is automatically applied and viewable in My Account. If not, you will see a message that lets you know you're not eligible.


My Account will reject the credit request if you:
- Are still experiencing the interruption
- Entered an incorrect outage date
- Already received the maximum amount of credit of $100 in the past 60 days

 

 

If you continue to run into an issue with your connection once the interruption has been cleared, please do let us know @user_6cc246. 

(edited)

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 years ago

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