3 Messages
Cannot view or pay first bill to start service
I ordered Xfinity Internet on Aug 3rd, and the modem/router came on the 7th. I went to set it up with the app, and realized it needed me to pay the first bill (which I was not charged at checkout) in order to set it up, but if I try to view the bill, it just says its unavailable/didn't load properly and to check back later. Same thing on the mobile and desktop website. If I click "Pay Now" or try to look at my saved payment methods, it just says "Restricted Section" and the only option given is to go back.
So I checked back everyday and check the mail everyday (despite signing up for paperless billing) to see if either something would change OR I'd get a piece of mail with the bill, and thus far, nothing.
I also checked to make sure my order was confirmed and included internet and it does indeed, I have the email confirmation and my account on the site and app confirm Im supposed to have the 400mbps plan.
I'm not exactly sure what I'm supposed to do, I literally cannot do anything to fix this from here? Please help, I need actual internet and not just my phone data!
XfinityBenny
Official Employee
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790 Messages
2 years ago
@TaylorWilson_3 Thanks for posting and trying to install the modem. The normal process of activation has no payments to process, so indeed this is strange. Payments are taken care of upfront with autopay set up, or on the first monthly statement. To view the account first, you want to set up your username with the steps here Create an Xfinity ID. Once you do that, you can walk through the activation on the app successfully. Check out the video to help guide you through the installation: https://www.xfinity.com/support/articles/how-to-activate-your-self-install-devices.
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XfinityBenny
Official Employee
•
790 Messages
2 years ago
@TaylorWilson_3 Wow, okay and thanks for trying. That is even stranger, as you have the modem in hand. Alrighty, if it does not find a match for your records in creating and getting started, there may be a profile already. Let's try to find what matches for the info you provided in placing the order here https://www.xfinity.com/support/articles/how-to-change-your-username. It is our Username look up tool, and will help you confirm what it is, and also reset the password. Try that now, the next step will be confirming what type of equipment you received.
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