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winterstorm outage

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winterstorm outage

we did not have power from 2/15 -2/18 my neighbors stated they received a $15 credit for each day without power.

Official Employee

Re: winterstorm outage

Hi, bc7770. Welcome to the community, thanks for posting! We are able to provide credit for service downtime, as we don't want you to pay for service that you weren't receiving. The credit depends on the amount of time that the interruption lasted, along with the amount of the daily cost of service for each day it was out. Some of our customers have four services with us (for example- Cable, Internet, Phone, Xfinity Home, etc.) which means their credit amount would be higher because their daily cost of service is more. Other customers may have just cable and internet bundled together and some may have internet only, all leading to a different daily cost of service. In situations like this, we can adjust the bill for the number of days the service was down and the credit that you receive is the amount that you would have paid for those days of service if things were working. Does that make sense? We hope that helps. Let us know if you have any follow-up questions and/or if your bill has not yet been adjusted, we would be glad to do that for you. We are here 24/7 and we're happy to help any way we can.

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