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user_3civ7x
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2 Messages

Sunday, April 13th, 2025 5:53 PM

NOW INTERNET

There should be a class action suit against this branch of Xfinity! I have spent at least five or six hours twice in the past 3 weeks trying to make an auto payment to an account which they turn off arbitrarily and then there is no help and you get stuck in AI bot loop chatting texting where they do know you but they don't know you you do have an account but it's been turned off and if you try to make a payment on it they will not accept the payment.

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Updated 

6 days ago

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EG

Expert

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109.9K Messages

6 days 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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XfinityThomasD

Official Employee

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1.2K Messages

6 days ago

 

user_3civ7x I'm sorry to hear that you're having trouble processing a payment for your NOW Internet plan. Since it is a prepaid service, our team here doesn't have access to these types of specialty services, which are managed through self-service options. This article provides an FAQ for NOW Internet and a link within that will direct to the Xfinity assistant chat, which it sounds like you've already been using. If the service has already been cancelled, have you tried to create a new account by chance as a workaround?

 

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user_3civ7x

2 Messages

@XfinityThomasD​ yes. I have tried everything. I try to start a new account and it won't let me because it says I already have two accounts listed at that address. It defaults to my old account all the time. No one will help me with my now account because they say it's entirely automated. There is no way to get the automation to add a charge to the account so it's not a zero balance so that I can log in and pay. Otherwise it is just turned off at the main office or wherever the heck they do that. And I cannot get back in and I cannot make a payment I have tried many many many many many times I have spent five or six hours on the phone since last night at 7:00. I have tried about 20 chats. Nothing is helping it is in a loop it reminds me of the old days at Yahoo. I am beyond angry

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6 days ago

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XfinityEmilyB

Official Employee

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1.9K Messages

@user_3civ7x I appreciate you keeping us posted so we can point you in the right direction. My team does not have access to NOW internet accounts, so we recommend that you work with our NOW experts here.

 

Did you pause your service? If you pause your service, you’ll have access to NOW Internet until the end of your prepaid service period. If autopay remains turned off for more than 180 days, your NOW Internet service will be canceled. How long was your autopay turned off?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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