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user_ohc37g
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Tuesday, January 13th, 2026 5:27 PM

Please HELP

Idk what to do. I made a payment arrangement on December 30th 25 to pay 119 so my Internet doesn't get shut off on Jan 10th 26. It was agreed. I payed the 119 on January 6th, and again asked an agent if this payment arrangement was good and my service would stay on past the 10th, they said yes. Behold, my service gets disconnected on the 10th. I tal to 2 more agents that day and get it handled to be turned back on and also make ANOTHER arrangement for the next months bill. 11th, gets disconnected AGAIN. I go in person to a Xfinity store and they are baffled, they then turn on my service. January 12th, service disconnected AGAIN, I repeat what I did the previous day. January 13th, disconnected AGAIN. Today I'll have to go back in for the 4th time and tell them the same story just to get my service reconnected, and they say they note it every single time and there's nothing else they can do cuz a robot shuts off service. Who do I talk to what do I do. I'm done going in every day. The online agents won't even acknowledge the previous agreement like it never happened when I was told multiple times it wouldn't ever be disconnected. Sick of it. I need to look for a different provider

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2 hours ago

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XfinityThomasD

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2 hours ago

 

user_ohc37g Thanks for creating a post. Did the store reps review the billing and advise the full past due portion was paid for? I ask since the only time I've seen something similar happen is if the payment arrangement was set up after a new bill cycle starts, which would increase the past due portion since the account is then further behind, causing the system to add the disconnect order again the next day. Just a thought, but our team can help look into the account and see what options are available for you. Please send our team a direct message with your full name and address.

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