Visitor
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1 Message
Please assist me with an absolute emergency
Ok I am a gold member. I have had service for over two years and have the most expensive top of the line internet service package you offer. I have a home with 4 children. 2 teenagers and 2 autistic toddlers. My Internet going out is literally a chaos that one is not equipped to handle on their best day. Ok so I requested a extension to make a payment, I had went on my account and requested the extension which IM ALWAYS OFFERED an extension of up to two weeks into the future, however instead I was only offered a week extension this time and no other assistance was or is being offered. I tried to call in to speak with an agent and I was held on hold for over 30 minutes until an automatic recording came on at 10 pm saying "we are now closed good bye". The payment was due today or I'm going to shut off tomorrow, April 9th, 2026. I'm trying desperately to avoid this but can't reach anyone and chat options are not providing any assistance. Please, ANYONE, SOMEONE FROM XFINITY. PLEASE HELP ME AND MY FAMILY. As long as we have been with you, being a Gold member, utilizing the highest billed internet service provided, should award me some sort of a proper extension instead of a much shorter extension time allotment.
XfinityJeffB
Official Employee
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258 Messages
5 hours ago
Hello Ck_2009, thank you for reaching out here in our Xfinity Community forum. I know billing can be stressful, especially when it's internet related. We can't do without that these days. We appreciate you and your time, and I am here to help.
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, I'd be more than happy to look into this for you.
How to Send Us a Direct Message:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace 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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