Visitor
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3 Messages
New customers can't view bills until service is activated
The xfinity website prevents new subscribers from viewing their bills and charges until their Xfinity cable or internet service is activated. The new user has an account and may receive emails about bills for services like Xfinity mobile, but is unable to view the bills until they activate their cable modem. This is especially frustrating for people waiting for a cable to be run to their residence but are being charged for Xfinity mobile in the meantime. The main billing page:
https://www.xfinity.com/mobile/my-account/billing
shows:
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and the Xfinity mobile billing page:
https://www.xfinity.com/mobile/my-account/billing
shows:
Xfinity Assistant
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I've seen this on two different new xfinity accounts (mine and a relative's). I work in software and IT so I tried many things to be sure it wasn't on our side, such as cache clearing, different web browser, etc. I'm posting this for the benefit of other users and to give Xfinity more info to address this. Thanks.
CCRenee
New Problem Solver
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169 Messages
2 years ago
Hi @starlightning, and thanks for reaching out to us at Xfinity!
Also, thanks for bringing this issue to our attention. I want to make sure we understand your concern. Are you saying you cannot access the first billing statement for the cable side, but you could access your Xfinity mobile bill within a few days/weeks of activation? It generally takes 30 days for the first bill to generate (after activating), so just checking how quickly you accessed the mobile bill after starting the account.
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starlightning
Visitor
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3 Messages
2 years ago
Hi Renee,
Two separate cases:
In my relative's case, she ordered new cable and mobile on Dec 29 but she hasn't had cable at her house before, and the cable run still needs to be completed. She is relying on her previous mobile service for unlimited internet in the meantime so we haven't switched over her phones to Xfinity mobile since she got a By The Gig plan. On Feb 6 she got an email about a new Xfinity mobile bill but can't view it or the cable bill since we always get the errors above.
In my case I signed up for new cable and mobile on Jan 10. Due to switchover timing at the residence I didn't get and active the cable modem until Feb 4 and also hadn't switched over my phones. Prior to Feb 4 I would get the messages above when going to either billing page. Once I got and activated the cable modem on Feb 4 I could see both billing pages, or at least by the next day. I didn't switchover/active my phones until yesterday, Feb 7.
I hope that helps. Note that new customers often do pay something upfront so are technically billed immediately, but can't view those payments or billing online until much later it seems. In my case that was $25 each for cable and mobile on Jan 10. Thanks.
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CCRenee
New Problem Solver
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169 Messages
2 years ago
Thanks for providing further clarification. We'd be happy to review your recent billing statements @starlightning
Could you please send our team a direct message with your full name and address? Our team can further investigate this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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user_29ee67
Visitor
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1 Message
2 years ago
Bump on this issue. The quality control on the Xfinity web portal is absolutely apalling. This is a straightforward code error that users should never, ever see. No user activity is going to resolve this; it's a bug for the engineers to fix immediately. Xfinity has no business billing impacted users in the meanwhile.
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