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user_88wy35
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10/21/2026 2:09 PM

Billing Escalation - Installment Plan Requested - FCC Complaint Submitted

I unfortunately could not keep up with my Xfinity payments, and my service ended up getting suspended.

Three days ago, Sunday, October 18th, I checked to see what payment options I had available, and it said I could setup an installment plan. I opted to pay $25, and at the end of the process, upon clicking submit, it errored out, but my service came back on, so I thought it was fixed.

On Monday, October 19th, my services shut down again. I tried the process again, and I paid $10, and it errored out, but my services never came back up. I tried it once more, and paid $10 again, and my services continued to not come up.

Yesterday, October 20th, it now shows I'm ineligible for any installment plan or payment agreement, and I owe the full $674, even though I had the option to do so before.

I contacted live support, and they put a ticket in (ticket # [Edited: "Personal Information"]) and told me I needed to wait 12-24 hours for a response. Nothing yet. I filed an FCC complaint as I should not be made to wait 12-24 hours after trying to explain my situation to three different representatives and having the ability to originally set this installment up (FCC # [Edited: "Personal Information"]).

I just want to setup an installment plan so I can get my services back, without having to pay the full $674 or $1,051 that'll now be due by October 24th because of all this, and I want someone from the executive team to call me so I can formally complain.

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25 days ago

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XfinityAdrienne

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2.5K Messages

25 days ago

Good Morning, @user_88wy35! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with the installment plans, and the frustrations it has caused with the services on/off. I would recommend awaiting contact, and refer back to your point of contact on your ticket that was submitted. We are limited regarding the installment plans, I would recommend reaching out through our Xfinity Assistant for further assistance with the concerns regarding no longer being eligible. Please let us know if you have any other questions/concerns, please let us know. 

(edited)

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user_88wy35

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4 Messages

@XfinityAdrienne - please get this escalated to the executive customer service team. Live help has been nothing but unsupportive. I know you guys can't seemingly do anything, which makes absolutely no sense, but please get this escalated at least.

If this continues to wait, I'm now going to end up owing even more by October 24th.

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25 days ago

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user_88wy35

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4 Messages

@XfinityAdrienne 

I need to emphasize that this is an urgent, time-sensitive billing matter, and simply being told to wait is not an acceptable resolution.

My services have already been affected by the issues surrounding my installment plans, and I am now facing additional charges on October 24, 2026, while this remains unresolved.

I have already exhausted the standard customer service and Xfinity Assistant channels without a satisfactory resolution. Referring me back to those same channels does not address the problem.

I am formally requesting that this matter be escalated to Comcast's Executive Customer Relations team or another department with the authority to review and resolve installment-plan eligibility and related billing issues.

Please confirm:

  1. Whether an executive-level escalation has been submitted.

  2. The escalation case number and department handling it.

  3. When I can reasonably expect contact.

  4. Whether further charges or service interruptions can be prevented while this matter is under review.

If your department lacks the authority to resolve this, I am asking that you refer the complaint to someone who does, rather than simply closing the discussion or directing me back to automated support.

I would appreciate a specific response before October 24, given the financial consequences of further delays.

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25 days ago

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XfinityAdrienne

Official Employee

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2.5K Messages

I do completely understand where you are coming from, and it certainly is not what we want for our customers @MorganKlaif. I can certainly take a look into the account further and check the options available with the details about the installment plan. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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25 days ago

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