Seasonal Hold Questions

Need assistance setting up my seasonal hold.

Last year, I thought I had set up the correct dates for start/stop, but my service (and full bills) continued past the start date I had set and I got a Full bill for 2 months in the spring because I picked the wrong dates.

I tried dealing with customer service over the phone and just got to the point where I completely cancelled my service. Don't want to go through that again.

Should I start the hold 1 day prior to the billing date of the month I want it to start and stop on the billing date of the month I plan to return?

I am really just trying to avoid getting billed in full for partial months that I'm not there again.

Responses

XfinityAmandaB

Official Employee

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2.2K Messages

2 years ago

@ballgeier Thank you so much for your post on needing help with your seasonal hold! When setting up your seasonal plan options I typically recommend using the day after you are leaving as the date to start your hold. This may result in a prorated bill but any adjustments and credits would all be taken care of for the time you are not using the full services but if you do want to avoid the proration and do not mind being billed for time you may not be there you can definitely set it up to be on your billing cycle! Your PDF bill is available online in your Xfinity account. You can check out this page here to see how to check your PDF if you are not sure how. https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill
On the top right-hand corner of each page you will see your cycle date range. You can use that as a guide of when you need your start and end dates to be. No need to set the return date up earlier by one day. We only need the 24-hour notice if you are returning earlier that the prescheduled return date. So if your cycle starts on the 16th set that up for the same month you come back as the return date and the 15th would be the end of your cycle, and you can set that up as the day you want to start the hold in the month you leave. I hope that helps.

ballgeier

Visitor

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5 Messages

Thanks for the reply.

So for reference, my "Billing" date each month is the 21st, for service dates from the 25th of that month to the 24th of the next month.

If I START my seasonal hold on, say the 20th of this month, my November 2023 bill should be the $8.00 seasonal fee.

And if I END my seasonal hold on April 21st, 2024, my May 2024 bill should not be pro-rated or doubled, but the normal monthly rate?

The issue I believe I had was, if I picked even one day past the "Billing" date, I was getting back charged for a FULL month, plus the full charge for the next month.

2 years ago

XfinityAmandaB

Official Employee

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2.2K Messages

@ballgeier Of course! Thank you so much for those details. The 21st in this scenario is just the day your bill prints. We do bill in advance but if you are using the 21st or the 20th as your start and end dates that will cause prorated charges from the 21st or 20th to the 25th. Your billing cycle would be the 25th through the 24th. So if you were attempting to avoid the proration you would need to use the 25th and the 24th as your start and end dates. Your end or returning date would need to be April 25th, this way the 25th is starting with your normal services for a full cycle. Now this does mean your April bill will print with the seasonal hold on it still but your May bill will have that all credited back for the full cycle from the 25th of April to the 24th of May and charged your normal plan in exchange no partial or prorated charges.

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2 years ago

Billing

ballgeier

Seasonal Hold Questions

XfinityAmandaB

ballgeier

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