Skip to main content
user_ksayid
1st Topic

Visitor

 • 

1 Message

09/15/2026 9:13 AM

Compensation for outage

Compensation should be given for outage last month and also 14 September.  Both were an inconvenience for myself as well as others. 

Question

 • 

Updated 

7 days ago

32

1

0

Oldest First
Selected Oldest First
XfinityMarshante

Official Employee

 • 

1.5K Messages

8 days ago

Hello @user_ksayid, thank you for taking the time to leave a post. Sorry to hear about the service interruptions you've experienced. I can certainly understand how frustrating and disruptive that must be, especially when it impacts your daily activities and affects others in your household as well. When service interruptions occur, we know they can be more than just an inconvenience, and we sincerely apologize for the disruption. While credits are not applied automatically in every situation, there is a self-service option available where you can request a credit if your account meets the eligibility requirements, including not having reached the maximum credit limit. I've included an article that outlines how to check for service interruptions and submit a credit request. Have you had an opportunity to review the article and submit a request yet?

4

0

user_wryz2e

Visitor

 • 

2 Messages

Much of this is a boilerplate response.  Please explain WHY? service was down on 14 September from ca 3 pm-10:30 pm in Thurston County, Olympia, WA.  Is this some kind of sabotage, traffic accident like last month when service was down 8-9 hours, or something else?  Customers should be provided an explanation instead of platitudes that say nothing useful.  This is getting to be a weekly problem.  Comcast had a problem Sunday, 13 September also.  Still don't have an explanation.  Do better, your customers deserve it.

Like

Reply

7 days ago

0

XfinityVianney

Official Employee

 • 

2.9K Messages

 

user_wryz2e, I understand you want more answers regarding why it occurred. When the local teams update the incidents, we don't see a full breakdown. They did note an issue at the headend, which took some time to get back online. I know this doesn't provide too much context, but it's all the details we have on our end. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

7 days ago

0

user_wryz2e

Visitor

 • 

2 Messages

An issue at the headend says nothing.  What exactly is a headend?  A neighbor told me it was sabotage and is likely to continue.  Only recourse is to find another vendor with a better track record.  Management should be able to issue a community wide explanation.  Accidents happen, but they are happening way too often.

Like

Reply

7 days ago

0

XfinityVianney

Official Employee

 • 

2.9K Messages

 

user_wryz2e, These are all the details we have at this time. A network headend is the main hub that receives signals, manages them, and sends TV, internet, and phone services out to customers. Think of it as the central command center that delivers services to homes and businesses. I know having repeat issues can be frustrating, but I can assure you we do our best to get everyone online as soon as we can. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

7 days ago

0

forum icon

New to the Community?

Start Here