Visitor
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2 Messages
Internet Service Disconnect before Payment Due Data - Account Show Inactive
My Xfinity Internet service suddenly stopped working on October 9, 2026.
I started my service on September 23, and my first bill is not due until October 18.
However, my account shows “Disconnected,” and Xfinity Assistant says my account is no longer active.
I did not request cancellation.
I also have an AutoPay payment of $37.42 scheduled for October 18, but I cannot manage it because the website shows “Restricted Section.”
Could an Xfinity representative please investigate why my service was disconnected and help restore it?
I would also like to confirm whether making a manual payment now would result in a duplicate AutoPay charge.
Thank you!
EG
Expert
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122K Messages
5 hours 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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XfinityGabriel
Official Employee
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3.6K Messages
5 hours ago
Hello, and thank you for bringing this to our attention. I can certainly understand how concerning it would be to find your service disconnected before your first bill's due date, especially when you didn't request a cancellation. We'd be happy to investigate what caused the account to show as inactive and review the status of your internet service. Regarding the payment, we also want to ensure you don't accidentally make a duplicate payment if AutoPay is still scheduled. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, and we'll take a closer look at the account details to determine what happened and discuss the best path forward. We look forward to helping get this resolved for you.
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