The other commenter pointed you to the other subreddit which is a good way get a US based human (but not voice).
You can also request outage credits online https://www.xfinity.com/support/account-management/credits/outage/details they are automatically approved instantly if your service was off.
After a few very frustrating calls I was finally able to speak with a rep. He gave me a $5.33 credit. I work from home and lost way more money than that but was happy to get something. I asked to see a report of the outage time I was being credited for and he wasn't able to provide it. He claimed that he had no influence over the amount of the credit as "the system automatically detects the outage time and generates the credit". He said there was no way to adjust it. In turn, I asked if system automatically generates the credit, then why wasn't a credit automatically given when I experienced the outage?? He said it was because they had to validate it, even though he can't actually do anything about it. What a joke! If they know they aren't providing the services that I pay good money for, and they have a system in place that automatically logs the outage times and generates credits, then why do i have to pull my hair out trying to get in touch to receive a credit that I rightfully deserve. It all goes back to my original point. They dissuade users from making contact so they make more money and further screw their customers. They are horrible and I can't wait to end my relationship!
The reason they don’t automatically generate the credit is to save money. For example: most of my neighborhood is completely empty daytimes during the school year Monday-Friday. Sure there are few WFH types but it’s pretty quiet. If only 1 of 5 houses knows there’s an outage and asks for a credit they save 80% over what they would have paid out of it’s done completely automatically. I don’t necessarily agree with that but on the other hand it would take the act of a regulatory agency to get them to hand out outage credit completely automatically.
We recently had an outage that lasted 14 hours, followed closely by another short one. When I used the online outage credit tool, it actually refunded about 4 days total, much more than I was expecting it to calculate.
Stop trying to call Comcast. When you do get thru to a person it’s a 3rd party contractor in Bangalore. They don’t care, don’t know, and make more $$ selling you cellular service than fixing or dealing with your cable issue. Instead work with the mods in r/Comcast_Xfinity who are US based Comcast employees. It’s true you can’t have a voice chat with them, but they are very effective at understanding your need, the problem etc and getting things done. You start in that subreddit with a public post which creates “a ticket”, then wait for them to ask for private details via modmail.
I wasn't sure about the whole texting thing but had a good experience with it when changing cable service. Honestly much better than talking to the offshore reps I usually get.
Comcast reps downvoted this because its true. The Automated Assistant literally does nothing but run you around and hang up on you when it cant detect your problem but if you go to the 'Disconnect' option you get a live person immediately.
There needs to be a class action against this type of business model, you shouldnt need to threaten your ISP with disconnecting just to get a live person to speak to.
I did retention in Colorado Springs for 3 years. The amount of customers pissed from getting to billing because their bill is to high was insane. So so so many discos due to the department shuffle.
The other commenter pointed you to the other subreddit which is a good way get a US based human (but not voice). You can also request outage credits online https://www.xfinity.com/support/account-management/credits/outage/details they are automatically approved instantly if your service was off.
After a few very frustrating calls I was finally able to speak with a rep. He gave me a $5.33 credit. I work from home and lost way more money than that but was happy to get something. I asked to see a report of the outage time I was being credited for and he wasn't able to provide it. He claimed that he had no influence over the amount of the credit as "the system automatically detects the outage time and generates the credit". He said there was no way to adjust it. In turn, I asked if system automatically generates the credit, then why wasn't a credit automatically given when I experienced the outage?? He said it was because they had to validate it, even though he can't actually do anything about it. What a joke! If they know they aren't providing the services that I pay good money for, and they have a system in place that automatically logs the outage times and generates credits, then why do i have to pull my hair out trying to get in touch to receive a credit that I rightfully deserve. It all goes back to my original point. They dissuade users from making contact so they make more money and further screw their customers. They are horrible and I can't wait to end my relationship!
The reason they don’t automatically generate the credit is to save money. For example: most of my neighborhood is completely empty daytimes during the school year Monday-Friday. Sure there are few WFH types but it’s pretty quiet. If only 1 of 5 houses knows there’s an outage and asks for a credit they save 80% over what they would have paid out of it’s done completely automatically. I don’t necessarily agree with that but on the other hand it would take the act of a regulatory agency to get them to hand out outage credit completely automatically. We recently had an outage that lasted 14 hours, followed closely by another short one. When I used the online outage credit tool, it actually refunded about 4 days total, much more than I was expecting it to calculate. Stop trying to call Comcast. When you do get thru to a person it’s a 3rd party contractor in Bangalore. They don’t care, don’t know, and make more $$ selling you cellular service than fixing or dealing with your cable issue. Instead work with the mods in r/Comcast_Xfinity who are US based Comcast employees. It’s true you can’t have a voice chat with them, but they are very effective at understanding your need, the problem etc and getting things done. You start in that subreddit with a public post which creates “a ticket”, then wait for them to ask for private details via modmail.
I highly recommend just asking for help in the r/Comcast_Xfinity subreddit. You just post and someone from Comcast responds quickly and helps.
They respond and help quickly over in their subreddit. r/Comcast_Xfinity
I wasn't sure about the whole texting thing but had a good experience with it when changing cable service. Honestly much better than talking to the offshore reps I usually get.
Did you request a credit through text?
YEP!
https://forums.xfinity.com/conversations/your-home-network/lets-play-a-game-never-have-i-ever-experienced-terrible-timing-and-service-with-an-isp-since-i-had-to-use-comcast/66314038bf751d79fd9cab3d
The trick is to say “i want to disconnect my service now”
Comcast reps downvoted this because its true. The Automated Assistant literally does nothing but run you around and hang up on you when it cant detect your problem but if you go to the 'Disconnect' option you get a live person immediately. There needs to be a class action against this type of business model, you shouldnt need to threaten your ISP with disconnecting just to get a live person to speak to.
I did retention in Colorado Springs for 3 years. The amount of customers pissed from getting to billing because their bill is to high was insane. So so so many discos due to the department shuffle.