How to change default payment method for NOW Internet, and other annoying problems?

@XfinityPeterH​  Thanks very much for trying to help. However, when I've called that number (800-934-6489) and tried to get help, when the answering bot finds out that I'm with NOW Internet it tells me to go to the NOW Portal (xfinity.com/NOW) and hangs up. Rude, but an effective way of keeping NOW Internet users away from postpaid support. The NOW Portal is just another path into the those wonderfully broken tools where the delightful stuff I've described above happens. If I do get to anyone by accident at that number, they end up telling me that they can't do anything for me. that NOW Internet is a prepaid, self-administered service that they can't reach into. Well, that's half-true, anyways, it is prepaid. If the self-administrative tools worked, it would be great.

I'll give it a try anyways, maybe I can get through to billing, and they can fix my NOW problem. Not holding my breath though, from previous tries.

Any other ideas?

Oh, by the way, the  cancellation of the Connect More service apparently didn't work. I still have a banner across the top of the page when I login to my NOW service web page that tells me I have a $40 payment due July 2. Connect More was supposed to be cancelled today, doesn't seem to have happened. Have to spend another lovely session on the phone today to see what happened there. Xfinity has become a full time job for me.

Thanks.

@RogerSC thank you for letting us know that you can not connect with an agent via our phone number. NOW is so new we are all learning together. Another phone number you could try would be our Prepaid department 855-757-7372.

When it comes to cancelation of service your final bill date is set to whatever date you desire, then it takes roughly 10 business days for the complete account to be finalized. You are no longer bill or charged after your final bill date and since we charge in advance your final bill can take about 30-days to come to you with your last amount due if any. 

Thank you for the update @RogerSC. The information I am finding on the Now internet service does state that: NOW Internet is a prepaid service. Once you activate your NOW Internet service, refunds and prorations for service are not available. If you have not yet activated your service, you may be eligible for a refund. There is a link at the https://www.xfinity.com/policies site that does explain that policy. 

Thanks, but been down that road, all activated and working. Don't care about a refund, but would love to be able to cancel my NOW Internet service. My web admin and the app do not have the capability to cancel my service. When I go down that road, it tells me "turn off autopay to cancel your service", and the box where the actual setting to cancel should be has the image of a dropped ice cream cone. I have no way to turn off autopay, as well, so all roads lead to frustration here.

Still wondering if deleting my Xfinity account would accomplish wiping out NOW Internet? Or would it continue at my address until the prepaid month is over? I guess the only one that can answer that is xfinity.com/NOW Portal, and that one's decided not to help me :-).

NOW Internet wins the award as the worst service that I've ever used, and I've been around a while.

@RogerSC, I found an FAQ statement. I paused my NOW Internet service by turning off autopay. Should I return my NOW Internet Gateway?

No, you don’t need to return your equipment. Please note, if you paused your account, you can re-start your service within 180 days. If you don’t re-start your service within that time, your service will be canceled and you’ll no longer be able to use your equipment. We encourage you to recycle the NOW Internet Gateway. 

This support article https://www.xfinity.com/support/articles/now-portal-overview also covers the process to cancel your Now Internet service. I would report any issues you are getting from the portal. We're happy to assist with this until you have it removed. 

@XfinityThomasC​ I really appreciate your desire to help, if you can. I haven't come across anyone yet that actually can help. I'm always directed back to the NOW Portal (xfinity.com/NOW), which is dysfunctional for me. The main admin dysfunctions that I see from the NOW Portal, my Xfinity website, and the app are:

1. Can't "pause or cancel" my NOW service. When I go to the page where this is supposed to happen, I see the image of a dropped ice cream cone, with the message "Check back soon. This information is unavailable at the moment, or it didn't load as expected". WIth "Turn off autopay to stop service or cancel your service entirely." message on the top of the box with the ice cream cone. Only every time I check back, without exception, I get that error box, and message about autopay. I can't turn off autopay, no option for that, so that's a dead end everywhere.

2. Can't change my "default autopay" payment method. I can barely add another card, takes a few tries to get that done, let alone designate that added card as my "default autopay" payment method. I always get a "This isn't working now", or "Something unexpected happened" message that means that I have to start over. If I don't remove cookies and flush my internet cache every time that I try to do something with the web site or the NOW Portal, things end a lot earlier with a "Something unexpected happened" or "This isn't working now" error.

3. No option to turn off autopay, probably in one of the ice cream cone boxes. That's why I told my credit card company that I lost my credit card. Now I'm also waiting for a new credit card :-).

Not being able to do the above makes the rest irrelevant, since I have no control over this service that matters. By the way, these images of dropped ice cream cones occur here and there while I'm using the admin tools, settings and information are missing as a result.

I even tried a different browser last night, finally. Should have done that earlier, but I've already used FIrefox a lot (I'm a Firefox user), and Safari on my phone and iPad. Tried MS Edge because it's a Chromium-based browser, and the same behavior occurred there. Totally messed up.

I am thoroughly done with NOW Internet at this point. I've spent several days on this, have had calls and exchanged messages and chatted on the app with Xfinity, and the bottom line from Xfinity is always, "go to the NOW Portal and cancel your service." That mantra always ends my interactions, as though I could do that.  That's why I went through all the same stuff with them on the phone over and over, to get this fixed or cancel my service. I'm guessing that saying that allows them to mark my problem as "resolved" for their performance evaluation score card of resolved customer issues, but that's a whole other thing. You might imagine how frustrating that would be for me, the customer.

Anyways, I'd like to say that I might even stay with NOW Internet if I could administer it, the internet service is adequate for our needs. But with what I see in the "self-admin tools", and the lack of support for those dysfunctional tools, I just can't stand it. I need to get to an Xfinity service where those nice support people can actually help me. If the NOW admin tools actually worked for me, I could make the choice of staying with the NOW Internet service or not. As it stands, I'm just going to tolerate this mess until I can get out from under.

Any help that would move this situation to being useful would be gratefully accepted :-). This frustrating process has not been good for my peace of mind, as you can imagine.

I've just DM'd Xfinity Support, ready to go here.

@RogerSC Thank you for taking the time to work with us through this process. We appreciate the detailed feedback, as this gives us the opportunity to work on correcting the issues on a go forward. I'm glad to see you have a working account and services with Xfinity. We look forward to working with you in future, and I hope you have a great weekend!  

@user_f9903y​ 

Did the service center provide any assistance? As I’m going through the same frustrating situation. My services are paused, unable to load account information to set up autopay. It’s a huge mess. I’m getting ready to head to the xfinity store. I really hope there’s more that they can do there.

Hello, Shay36_2005, just to double-check are you a NOW subscriber as well or do you have our standard residential service?

100% same experience and spent two days trying to simply no update a credit card for Xfinity Now. Talked to 10 people and all have t6he same excuse or try similar ideas with no luck. It is embarrassing to think a company like this is not aware of how bad they really are at this.