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voltaverse
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1st Reply

11 Messages

Thursday, January 9th, 2025 7:37 PM

Disabled and Xfinity won't let me pay my bill

I need internet to survive: groceries, telehealth, assistance programs, communication with property management - but Xfinity isn't letting me pay my bill. They're saying I need to go to a store to pay. I can't leave my building. There must be another way to pay the bill. This is wrong. Please unblock me. 

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11 days ago

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XfinityBrianH

Official Employee

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1.1K Messages

13 days ago

 

voltaverse Thank you so much for reaching out to us here today to let us know you are having trouble making your payment! You can find alternate ways of making your monthly Xfinity payment at the following link https://www.xfinity.com/support/articles/pay-your-bill-echat. Please let me know if I can assist you with any other questions or concerns.

 

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voltaverse

11 Messages

I appreciate that information. It specifically says I can pay by entering my information into the system on the phone but when I call it's not letting me get to the billing section as described. Then it tells me it can't help me and hangs up.

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13 days ago

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XfinityBrianH

Official Employee

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1.1K Messages

 

voltaverse I am sorry to hear you are having trouble paying by phone. You can by your bill through our Xfinity Assistant chat at the following link https://www.xfinity.com/xfinityassistant. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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13 days ago

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voltaverse

11 Messages

It won't let me pay online. The Xfinity Assistant won't connect me to an agent unless I ask about services I don't even have (or want). I was supposed to get connected to the IVR payment system on the phone but the robot keeps telling me she can't access my payment method without any prompt to put in a new one and then hangs up on me. I just want to pay my bill. 

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13 days ago

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XfinityBrianH

Official Employee

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1.1K Messages

 

voltaverse To make a payment through the Xfinity Assistant please log in, then select Billing and Paymernts from the bottom of the screen, then select if you would like to make a payment on your Xfinity Mobile or Xfinity residential services. The system should then prompt you with your current balance and ask if you want to make the payment with the stored payment method on file or if you would like to use a different payment method. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 days ago

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voltaverse

11 Messages

Thank you for responding but I have spent hours with customer service at this point and have gotten nowhere. I have been told my account is blocked - without explanation as to why - just that the system blocked it - and they want me to go in person to a store. I cannot leave my apartment and I have medical documentation explaining I have become disabled. I don't have someone to go for me. I have tried paying on the app and in the browser, both on my phone and online, cleared cookies, changed passwords - everything imaginable.

Xfinity needs to unblock my account so I can pay online or let me give my gift card information over the phone. The automated system says "you can make a make a payment or enroll in autopay" and then says "I wasn't able to retrieve your payment information at this time" and hangs up on me.

I was told to call back on the due date (Saturday) and that a manager can take my payment information over the phone. I don't know why I wasn't just put in touch with a manager to begin with if that's the case. I am paying with several gift cards I earned through game testing online - I paid the same way last month without problem.

Can you unblock my account?

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12 days ago

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user_42ltbq

1 Message

11 days ago

I am having the same issue. My internet has gone out. The app says I no longer have Xfinity service and I need to make a payment, shown in screen shot 1. [Edited: "Personal Information"]

However after clicking the 'pay now' button and logging in again in the pop up browser within the app the, I cannot see any bills to pay the page only says 'Restricted Session'and sends me back to the my account page, shown in screen shot 2.[Edited: "Personal Information"]

I then logged into the website on my computer and was shown this message saying my account was deactivated

Attempting to pay an outstanding bill, this is what the billing page showed:

Based on previous posts on this forum, I believe my account needs to be reactivated by a Comcast employee. I am hoping this can be started soon. I would appreciate not to be told how to access the billing page as that is the only thing the Xfinity assistant can do. Thank you for any help.

(edited)

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XfinityAngie

Official Employee

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1.6K Messages

 

user_42ltbq, Thank you for reaching out to us at Xfinity Support. Please don't share personal information when posting in a public setting. I removed a few of your screenshots for your safety.

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's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 days ago

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voltaverse

11 Messages

11 days ago

@user_42ltbq @XfinityBrianH @XfinityBradM@XfinitySara  @Xfinity Support @XfinityKei

Hi so I paid online via western union as suggested by @XfinityKei and it says the payment has been sent and it needs to be accepted by Xfinity. (It cost me $16 extra to do it this way.)

(edited)

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XfinityMarcos

Official Employee

 • 

2K Messages

voltaverse, let's take a look into that payment to make sure it's applied to your account. When you get a chance, can you please provide the payment amount in our existing DM? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 days ago

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voltaverse

11 Messages

@XfinityMarcos​ Hi I did. $45 plus the $16 to send it.

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11 days ago

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voltaverse

11 Messages

@user_42ltbq @XfinityMarcos @XfinityBrianH @XfinityBradM@XfinitySara  @Xfinity Support @XfinityKei

I responded to the chat as asked and so far no one has replied, So far it doesn't look like Xfinity has accepted the western union. Does it just need more time?

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11 days ago

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voltaverse

11 Messages

11 days ago

I responded to the chat as asked and so far no one has replied, So far it doesn't look like Xfinity has accepted the western union. Does it just need more time?

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XfinitySara

Official Employee

 • 

1.4K Messages

@voltaverse - Thank you for waiting! It looks like we did not have a chance to respond before the end of our available hours, but we are back this morning and more than happy to help :) I recommend refraining from publicly replying/commenting with payment details. I've also marked one response as "private" due to ticket information that was listed. We keep a record of our conversations, so there's no need to copy and paste full chats within your post. I'll reply to you via direct message momentarily.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

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11 days ago

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