Visitor

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2 Messages

Monday, October 13th, 2025

Escalation Message for Repeated Service Suspension


Hello. My service has been disconnected for the third time since yesterday, despite having a confirmed Payment Arrangement on file for 10/24/2025 to cover the $381.49 balance. I spoke with an agent just an hour ago who guaranteed the issue was fixed and my service would not be interrupted again. This repeated disconnection is a system error that basic support cannot fix. I demand my service be restored immediately and that I be connected with a Supervisor or the Advanced Billing team right now. I need someone to permanently override this automatic suspension and correctly apply the payment arrangement. I will not be making a payment today, as I have a confirmed arrangement for 10/24/2025.

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Official Employee

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258 Messages

17 hours ago

How many times this year have you requested a payment arrangement? There is a chance that you are being declined for the plan. 

Visitor

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2 Messages

Once. On Friday, I was given a flexible payment option. I don’t know why it would’ve offered one if I wasn’t eligible. I set it all up, the arrangement and everything for the 24th.

Official Employee

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258 Messages

Unfortunately, I do not have the ability to reinstate your arrangement. You will need to contact billing directly or try setting up your arrangement again. I do believe your payment is being denied so be sure to ask if or when you talk to someone on the phone. 

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