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User5728389
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09/20/2026 5:37 PM

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Service Disruption.

Hi I'm wondering why my service was disrupted? I thought it was a router issue and I went through all the steps and it just said connected, no Internet. I checked for an outage, I reported an outage but no one else was out. I got a new router and it wouldn't register. Same problem with a yellow orange blinking light.  

It wasn't until I paid my bill that this suddenly resolved. Today is 9/20/26 when I paid my bill early. The bill was NOT due until 10/01/26, yet my service was disrupted like I was late. Why? 

What can I do so this doesn't happen in the future? I can't do autopay because I can't afford to overdraft my bank account.  Thanks. 

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XfinityCarolyn

Official Employee

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425 Messages

5 hours ago

Thank you for sharing those details. Based on what you've described, it does seem unusual that your service began working immediately after a payment was made, especially if your bill was not due until 10/01/26. However, we aren't able to determine the exact cause of the interruption from the information provided here alone. To investigate further, I would be happy to review your account and service history with you. Please send us a direct message with your full name and address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (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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XfinityQuemekia

Official Employee

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1.4K Messages

3 hours ago

Thanks again for reaching out @User5728389! I'm happy we could assist with your account concerns today! If anything new comes up, author a new post, and we'll be right here ready to help! Have a wonderful rest of your day.

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