Visitor
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3 Messages
Service disconnected even though bill paid
Exactly what it says on the tin.
I was charged on Sep 26 for my subscription amount for the period of Sep 6 to Oct 5. I came home from work this afternoon to find that my service had been disconnected even though it’s Oct 3 and I’d paid the bill for September. I’m on Autopay, which means I don’t have any outstanding amount until the end of the next billing cycle (i.e., my bill is due on the next autopay date set in my account).
I also noticed a couple of discrepancies in my account: (1) I am apparently not the “owner” of my account even though I set it up, and (2) the apartment number on my listed service address has been wrong the whole time even though I signed up with my correct address (and this was the address that Xfinity sent the equipment to).
This is very concerning. I would be grateful if Xfinity could tell me how *all* this happened (especially the disconnecting despite my payments) and how it’s not going to happen in the future.
XfinityRay
Official Employee
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2.7K Messages
3 years ago
Hello, @user_b1d78d. I would be happy to take a look at your account and find out what is happening so we can get it working again. If it is set at the wrong apartment number we can get that fixed as well. I am sorry this has been such a surprising and stressful thing to deal with. We never want that and will ensure you are taken care of. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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XfinityRay
Official Employee
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2.7K Messages
3 years ago
Hello! You made it to the right place so our team can help. I know how important it is to have working service and how shocking it must have been when it shut off after you paid your bill. May I please have your first and last name and the address where the service is located?
I am going to need the wrong apartment number where it was or is located and the right one where it should be.
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