Thursday, June 6th, 2024 5:14 PM

Live Xfinity agent lied and told me my bill was extended but while in the middle of working from home my services were interrupted

On Tuesday I spoke to a live Xfinity agent via chat on the app and told him my situation that my bill was due on Thursday and that I need an extension until Saturday. He said  he'd see what he could do and he came back and told me that he could have extended it until Saturday the day that I get paid, and that the services will not be interrupted ,and not to stress and worry about anything. Today while I was working from home my services cut out in the middle of me working even though I was told that it would not be interrupted. I have  screenshots proving what he said to me ,and on the date that he said it to me and what date I could pay the past due balance. I could have figured out some type of way to get the past due balance paid if I was told there was no option but I was lulled into a false sense of security, and now I possibly could get fired. I talked to two agents and they both told me the same thing, that there's nothing they can do unless I pay the balance on my account. I need someone to reach out and rectify this situation.

Official Employee


960 Messages

1 month ago

@user_39ccj8 Hi there! Thank you so much for reaching out to us here for help! It was the right move. I'm sorry that you promised that the services would remain active and that they were shut down. Please allow us to help and get you back online. I know how absolutely vital the services are for work!. Please send us direct message with your name and service address from there we will verify the account and help to restore the services and work to set the correct arrangement. Also, please send us the screenshots that you have, so we can show the team proof of the promises the agent made to you. 
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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