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smihaila
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12 Messages

Thursday, April 14th, 2022 1:29 AM

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Paperless bill statement enabled but no email notifications of upcoming bill

Hi,

I'm currently set to paperless bill statements (aka "eco-bill") and also my comcast account is set to use a non-comcast e-mail address as "preferred" e-mail (a gmail account). I'm also set for bill auto-pay.

And any newly issued paperless bill does NOT seem to trigger an e-mail notification. I am getting e-mail notifications only when the auto-payment kicks in. I also checked for any emails coming into the comcast.net email address (which I do not use, nor I wish to use) via "xfinity connect" icon under customer.xfinity.com - there was no email in there too.

And, no, no improperly-routed messages into my non-comcast email account (i.e. not deemed as spam).

Comcast, please fix this.

Thank you.

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3 years ago

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XfinitySheila

Official Employee

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785 Messages

3 years ago

Hey there! Glad you reached out. I know I like to know what my upcoming payments will be and hate that you have had to miss out. The good thing is that we can fix this quite easily by updating your text and email preferences via our My Account website. 

 

Here is a link with more details, please let me know if you run into any trouble or have additional questions. I am here to help! https://comca.st/3OcnVJO

[EDIT: Hyperlink]

(edited)

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smihaila

Visitor

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12 Messages

@XfinitySheila​ 

I have all of my default email and text alert preferences properly set up.

Also, the paperless bill statement settings correctly shows that it picked up the (non-comcast.net) email address as default email address for notifications. But nothing gets sent.

This definitely looks like a bug - perhaps for paperless PLUS auto-bill as combination.

Thanks.

3 years ago

0

XfinitySheila

Official Employee

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785 Messages

@smihaila

 

Thank you for checking! I would like to take a closer look on my end.

Please send me a private message with your name and address to get started. 

 

To send a Private 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 live chat.

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

3 years ago

0

smihaila

Visitor

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12 Messages

As you can see from the screenshot above, the "Bill Ready" event is enabled for e-mail notifications. It's actually a locked setting i.e. cannot be even disabled.
The "Automatic Payment Reminder" is set in the same way, and that event works fine, i.e. I get an e-mail on my autopay bill cycle date (8th of the month). But the actual new-bill-getting-available (which is an event occuring around the 12th or 13th of the prev month) never sends e-mails.
Please check with your software engineers. There is definitely a bug somewhere.

3 years ago

0

XfinitySheila

Official Employee

 • 

785 Messages

Thank you for the screenshot. We love seeing pictures to better understand what is going on. I would like to help get this resolved, to do so I will need to access your account and verify the settings. Please reach out to me privately to continue. 

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

3 years ago

0

Again

Expert

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31K Messages

3 years ago

@smihaila 

Have you checked your spam folder on Gmail?

3

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smihaila

Visitor

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12 Messages

@Again​ as mentioned in OP, yes, there was nothing in the spam folder.

3 years ago

0

smihaila

Visitor

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12 Messages

Alright, is seems to be working now, without making any change, other than, in addition to e-mail notification (which is enabled by default and that can't be disabled), enabling also text-based notification, followed by disabling the same text-based notification, to basically bring the settings back to orig state.

Quite weird.

I'll continue monitoring next month.

Thank you all for your insights into this.

3 years ago

CCJoshua1

Problem Solver

 • 

567 Messages

Thanks for the update! It's great that it's working now, though I agree it's odd you weren't getting anything before. If you run into any trouble moving forward, we're always here for you.

I no longer work for Comcast.

3 years ago

0

user_4e14b5

Visitor

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1 Message

3 years ago

The "oh, it works now!" isn't really a solution. For many months, I have not been getting the "your bill is ready" notification by text or email.

Sadly, I decided I have to turn off ebill in hopes that the paper bill will show up. If and when the root cause of this problem is identified and a fix has been implemented, please let your customers know! 

2

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XfinityRoberto

Official Employee

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1.4K Messages

Hi there @user_4e14b5, I am so sorry to hear that you are not getting notification about your bill being ready. Have you tried to disable and enable the options for billing preferences? 

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

3 years ago

0

smihaila

Visitor

 • 

12 Messages

@user_4e14b5​ I can relate. It was also driving me crazy. Unfortunately, for my Comcast account, I am depending on the paperless billing + auto-pay mode being both set, otherwise I wouldn't be able to get the discount on the monthly bill. Thus, I cannot afford not having this combo working!

Try the method I've posted above: flip those switches: ON => OFF, and back to ON again. Somehow it will (mysteriously) work. It may be that for older accounts, some settings need to be "refreshed" in order to unlock some logic in Comcast's bill reporting / e-mail based notification system. Disable and re-enable also support for SMS / text based notifications. Or associate a new e-mail (still not @comcast.net-related) with your online account.

Hopefully it will work.


3 years ago

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