Xfinity compensation rules as Albuquerque outage hits thousands of customers

Xfinity customers that have been impacted by outages could be owed compensation for the loss.

This comes as a power outage in Albuquerque, New Mexico, has hit thousands of users, with many losing internet service for nearly 24 hours.

A spokesperson for Comcast, the firm behind Xfinity, confirmed that ‘nearly 10% of residential and business customers in Albuquerque are impacted’ by the power cuts.

The firm added: “We know any time without service is frustrating and apologize for the inconvenience to our customers.”

Technicians are working to restore the internet to impacted customers but now users are requesting a refund for money they spent while the power was out.

Many people have taken to social media to share information about the Xfinity rules around compensation for outages.

Many users had no internet service for nearly 24 hours (Shutthiphong Chandaeng/Getty Images)

On Reddit, one user wrote: “Xfinity owes you money for each outage. You just have to request it. Here’s how.

“You can of course call them but it is easier on their website. There is a page in the support area of the site where you can check for outages. I can’t post the url due to the rules here just search ‘xfinity request outage credit’ and there is an Xfinity forum post that has a direct link.

“At the bottom of that page there is a link to request for a credit towards your next bill. I got $5 per outage for 2 outages. Unfortunately, 2 is the maximum you can request. I think it resets per billing period.

“Bonus points if you sign up for their text message alerts so you always get alerted to the outage.”

This prompted replies from others, with one person saying: “I used to work in their past due billings. They can credit a lot more than 2 instances but it's a pain and it'll be calculated on time. Really only worth it if it's a very big issue.

Xfinity customers that have been impacted by outages could be owed compensation for the loss (Budrul Chukrut/SOPA Images/LightRocket via Getty Images)

“1 day of your 60$ a month Internet isn't much. A common push back was, I work from home, you need to credit more for lost wages or business etc.

“They won't care since it's not a business account and against the ToS to use residential as such. Now that said, being a Karen can work but I'm talking about specific policies.”

Another commented: “The internet needs to become a publicly owned utility. We're far past the point of it being a novelty/luxury.”

And a third person added: “Doesn’t work for weather related outages. I used the calendar for the dates and it denied me lol.”