1 Message
Cannot Start Service
Yesterday I received my new Xfinity equipment, and when I followed the directions to set it up, I learned I had a balance from 2 years ago which I had been unaware of. My account was suspended, and said I needed to pay my balance. I paid it immediately and expected my account to unfreeze, but it did not. Today I tried to call Xfinity but learned it is impossible to speak with an agent over the phone, and that I have to go through the xfinity chatbot. When I attempted to do so, I was told there was no associated account and the chat or couldn’t help me or connect me with anyone. When I tried to start a new account, I was told that I couldn’t because there is already an account at this address. The app shows that I have paid my balance in full, but still says I need to pay my bill now and is frozen. Any ideas?
EG
Expert
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107.1K Messages
4 months ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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893 Messages
4 months ago
Hello, user_555f2f thank you for taking time out of your day to reach out over Xfinity Forums. You've contacted the right place for assistance in regard to the account concern. From experience, I've seen at times when past due balances are due that a service hold can be placed on the address which can cause issues with restarting service at locations., or if an account is started it is closed by are paymetn processing team.
I do want to help get the proper expectations set up that payments can take 3-5 business days to post With you having submitted the payment for the previous balance, and receiving the new equipment. I'd definitely like to investigate this further and see what the next steps that need to be taken to get service will be.
Since I will need to gather some information that we don't want in our public reply, when you have time please send a direct message:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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