Visitor
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2 Messages
Diamond Member Requesting 6-Month Phone Credit After Outside Infrastructure Failure for almost a year
Hi, I am an Xfinity Diamond tier customer and I need assistance getting a retroactive billing credit for a service Xfinity failed to deliver due to broken infrastructure.
I have called, chatted, went to the store due to channels not coming in, dropping wifi service, lagging remotes, and no dial tone with my phone line. I have been told to refresh my system, tighten my cable, get new equipment..an endless amount of time. I have also been disconnected an endless amount of time. Today, after calling to cancel my service, I was given the option, for the first time, to have a technician come to my home.
The field technician just completed a service visit at my house and replaced a chewed-up main wire outside that was completely filled with water. The technician explicitly documented that this outside line failure was the direct cause of my internet drops, TV errors, and my Xfinity home phone line being completely dead with no dial tone for at least the last 6 months.
While the technician successfully fixed the physical line and the automated system correctly removed a mistaken installation fee, the frontline chat agents are refusing to issue a credit for the 6 months of dead phone service. They only offered a $30 credit, which only covers one single month out of the six months I paid for a service that was physically impossible to use. I also purchased a new home due to Xfinity previously recommending that to solve the no dial tone issue.
As a long-standing Diamond customer, I am requesting that an escalation specialist review the technician's repair notes and manually apply a credit to refund the voice portion of my bill for the 6 months of lost service. Thank you.
XfinityVianney
Official Employee
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2.9K Messages
9 days ago
Thank you for reaching out. I can completely understand why you're frustrated. After dealing with these issues for so long and spending so much time reaching out for help, I know this isn't the resolution you were hoping for. Looking at everything that's been documented, the underlying cause of the service problems wasn't identified until the technician visit, as you stated. Now that the issue has been resolved, we've also applied the available credits related to the concern.
I want to be upfront with you that I'm not able to promise or provide any additional credits beyond what has already been issued. I realize that's disappointing, especially given the length of time you've been experiencing problems. I know that doesn't undo the inconvenience you've experienced, and I truly appreciate your patience throughout all of this. While I can't offer further billing adjustments, I'm glad the technician was able to identify and correct the problem so your services are now working as intended.
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