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user_buspgg
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Visitor

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4 Messages

Monday, April 6th, 2026 9:52 PM

Suspended service and no way to pay bill

My internet service was just suspended. When I try to go online to pay the balance it pulls up my old address instead of my current one and it won’t switch back to the new one at all. So I can’t pay the balance. When I call it won’t pull up my current address either so I have no way to pay this bill. And I need the old address removed from my account which Xfinity claim to have done before 

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7 hours ago

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XfinityDilary

Official Employee

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3.2K Messages

7 hours ago

 

Thank you for posting on our community forums, user_buspgg. I'm sorry to hear about the account access and inability to make the payment. This is not the experience we would like you to have. I'd like to help turn this around. Have you tried linking the new address to your Xfinity ID? For more information on this process, you can visit us HERE. Once you link the new account/address to your ID and make it the default account, you should be able to remove the old account following the same process. 

 

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user_buspgg

Visitor

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4 Messages

The new address is already linked. I’ve been at this address since January. I can’t remove the old address and that’s the issue. I called last month and was told it was removed. Now that the service is suspended it’s saying I don’t have active service. I just wanna pay this bill! 

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7 hours ago

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user_buspgg

Visitor

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4 Messages

I currently cannot remove the old address because it is saying I don’t have active service due to my service being suspended. I need to be able to pay the bill which is the real issue 

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7 hours ago

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XfinityDilary

Official Employee

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3.2K Messages

 

user_buspgg What happens when you try to switch over to the new account? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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7 hours ago

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user_buspgg

Visitor

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It won’t allow me to switch. When I click switch the page reloads with the same page. I can’t switch it 

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7 hours ago

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XfinityRay

Official Employee

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3.8K Messages

I am sorry that is giving you such a hard time, @user_buspgg! We always want things to be easy for you! You would need to reach out to our Customer Security Assurance team to get the address unlinked. This link shows their contact information and available hours, https://spa.xfinity.com/contact-us. They assist with problems related to your User ID and will be able to get just your current account to show. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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7 hours ago

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