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Visitor

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4 Messages

Thursday, December 15th, 2022 5:42 PM

Closed

Payment arrangement

Good afternoon. 2 days ago, I had set up a new payment arrangement to pay my past due amount on December 23rd. At the time, the arrangement was accepted,  so I assumed that my internet would stay on until the 23rd. Instead, my internet was cut off yesterday. I spoke to a few agents to see what I can do, and one of them saw that I did set up a payment arrangement for the 23rd and turned my internet back on. At that point, I thought everything was good. Then this morning came and my internet was cut off again. I need my internet turned back on today. I promise that I will pay the past due on the 23rd, as that is when I will be getting paid.

Problem Solver

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770 Messages

2 years ago

Hello, and thank you for reaching out for help with your payment. I live on a budget, and understand the need for additional time to make a payment from time to time. I also understand how important it is to have working service. When you set up an arrangment eligible customers can extend the payment 21 extra days from when the Payment Arrangement is first set up, but not more than 10 days past disconnection date. If your service is off, you missed your payment arrangment date, and will not be able to have service restored until the past due amount is paid. Once the past due amount is paid, service will automatically be returned, within the hour. I know based on what you have provided, the full past due will need to be paid before we can restore services. If that is on the 23rd, then on the 23rd, we will restore the service. You can also check the Payment Arrangement link here, to see if you can still set one up, but it may be too late. 

Visitor

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4 Messages

@XfinityBrandon​ I can't wait until the 23rd to have internet. How is it that a chat agent (I think his name was Alex) was able to turn my internet back on yesterday, but no one else can? If I don't get my internet turned back on today, I am finding another company that is better at working with people who are having financial hardship.

Official Employee

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443 Messages

@user_ba5d98       If there is a past due payment arrangement already on the account, the system will not allow us to restore services, and will continue to suspend them again until the past due is paid in full, it will not recognize a scheduled payment at that time.   

I no longer work for Comcast.

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
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

Visitor

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4 Messages

What is the phone number for the retention department?

Official Employee

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443 Messages

@user_ba5d98 We'd be happy to take a look at the account for further options if available. Please send a Direct Message with your full name and the address so we can retrieve the account. 

 

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
See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

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
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

Visitor

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4 Messages

No one appears to be responding on the direct messaging.

Problem Solver

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770 Messages

2 years ago

Can you please try, On the Support page on xfinity.com, click Chat with Xfinity? You can access Xfinity Assistant by texting your questions to 266278 on your mobile devices. As well. Were you able to get to it using the listed help?

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