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NeedGoodService
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Visitor

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1 Message

09/23/2026 5:50 PM

Need an Actual Resolution

August 20th, requested Move/Transfer of service to start at the new address on the 29th
August 25th, noticed my internet at the old, but still current at the time, address had been disconnected
My account said that I missed a payment, so I submitted my payment but still didn't have service
I checked my statements and found that I was paid-up until September 3rd and shouldn't have been charged
Sat on the phone for 1hr 54min, passed off to 4 different people, finally got internet back but a bunch of different accounts were created in the process

August 29th, moved into the new address and found that I still didn't have service
Sat on the phone for 2hr 6min and still didn't have service until the next morning (8/30) when I activated via Xfinity app
Supposedly was getting reimbursed for the $51.22 unnecessary charge onto my checking account until I received a letter stating I'm only getting $14 back and must return my equipment

Followed up on my numerous accounts to make sure everything looks good, until finding out that my phone line didn't get added to my current account and now I'm being charged $75 whereas it's supposed to be $10/mo.
Also noticed that my Peacock account didn't roll over and I lost all of that.
I need someone knowledgeable with the necessary tools to finally resolve this ongoing issue.

Question

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Updated 

19 days ago

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XfinitySara

Official Employee

 • 

3K Messages

30 days ago

We can certainly help resolve this for you, @NeedGoodService! Could you please send our team a direct message to continue?

 

How to send us a direct message: 

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you! 

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XfinitySara

Official Employee

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3K Messages

24 days ago

Hello, @NeedGoodService! We've heard from the backend team we escalated your concerns to, and I messaged you a few days ago. Not sure if you've seen that yet, so please meet us back in our Direct Message thread as soon as you're able. Thank you!

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XfinityAngie

Official Employee

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3.1K Messages

23 days ago

We appreciate your time and patience while we worked to get this resolved. I am so glad that everything was taken care of. Have a great rest of your week! 

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