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user_yu5q3e
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Thursday, December 19th, 2024 10:28 PM

Payment plan made over a week ago and was disconnected

I made a payment plan that was accepted and my service was disconnected today . 

Question

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Updated 

2 months ago

32

2

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XfinityJohnG

Official Employee

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1.6K Messages

4 months ago

Thank you for reaching out to us here @user_yu5q3e. I would be happy to look into any payment and service issue from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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_pcd5q3

2 Messages

2 months ago

They do this all the time. Unprofessional to be able to sit on chat live and setup a plan and then it be disconnected less than 8 hours later. 

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XfinityChristy

Official Employee

 • 

1.9K Messages

 

user_pcd5q3 Hello, and thank you for reaching out via our Xfinity Community Forums. I am so sorry to hear that you were disconnected despite setting up a payment plan. I completely understand how frustrating and upsetting that must be, especially when you've taken the steps to communicate with us and arrange payment. It's certainly not the experience we want you to have. It sounds like there were some miscommunications in the handling of your account, and I sincerely apologize for that. Having your services disconnected when you've made arrangements is unacceptable, and the inconsistency between the plans you set up is also a major concern.

 

To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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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