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user_6c3177
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Wednesday, September 6th, 2023 5:54 PM

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Move Bill Date page broken and "Assistant" will not connect to live agent

I am trying to move my autopay draft date. I have tried for two days and the page continually errors out. I have tried to chat with the "assistant" and get help to no avail and have asked to chat with a live agent but have never been connected with one even after waiting more than 20 minutes. I would like to be connected with someone who can change the draft date or for the webpage to be fixed so that I can do it myself.

Question

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Updated 

2 years ago

131

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user_6c3177

5 Messages

2 years ago

Here is the screenshot of the error page.

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XfinityEmilyB

Official Employee

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2K Messages

2 years ago

Welcome to our Community Forum, @user_6c3177! Thank you for letting us know about the error when you try to change your due date so we can make sure this is fixed. You can follow these steps to change your due date and we are not able to make the change on our side. Have you tried clearing cache and cookies in your browser? Are you getting that same error message when you try using a different browser?

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user_6c3177

5 Messages

Hi Emily,

Yes I get the same error in both Safari and Chrome and still get the issue after I clear my cache and cookies. When I try to change it in the app, once I click on the "Bill Due Date" option, I just get a white screen. 

2 years ago

0

XfinityJosephA

Official Employee

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1.7K Messages

Thanks for your time and help so far @user_6c3177 I want to reference this resource. It may help! The article verifies "To be eligible for moving your bill’s due date, you must have completed at least one billing cycle, and your bill must not be currently past due. Once you change your bill’s due date, you will need to stay in that cycle for at least six months.” Have you changed your due date within 6 months or do any of these requirements affect your account? 

 

https://www.xfinity.com/support/articles/due-date-change

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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2 years ago

0

user_6c3177

5 Messages

Yes I have completed a billing cycle, no my bill is not past due, and no I haven’t changed my billing date in the last six months. The page doesn’t even load so I don’t think it’s an issue of not being eligible to change it but rather a technical issue with your website. 

(edited)

2 years ago

0

Again

Expert

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31.4K Messages

2 years ago

@user_6c3177 

It looks like you're using the Chrome browser.  Have you tried clearing your cache and cookies, closing your browser, and restarting a new session?

Also, have you tried another browser like Firefox?  Often if Chrome won't work, neither will Edge.

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user_6c3177

5 Messages

As I responded above, I get the same error after clearing the cache and I get the same error in Safari as well. 

2 years ago

0

XfinityChelseaB

Official Employee

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1.6K Messages

@user_6c3177 ,If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

2 years ago

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