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TH69
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7 Messages

Sunday, August 25th, 2024 5:38 PM

Suspension

My account was suspended even though I had an arrangement. 

I tried chatting to an agent but it won't let me and without internet I can't make calls from my home

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3 months ago

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XfinityAmandaB

Official Employee

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1.6K Messages

3 months ago

Thank you so much for reaching out for help with your account status using the Xfinity forums. I would be reaching out for help as well if I thought I had more time to make a payment as well. To start payment arrangements are set up using the Xfinity app or the Xfinity assistant since they pair with a payment. I always recommend checking the Xfinity app to see if that arrangement is showing there. To do that you would need to select the option to make a payment for your past due amount on a different date. After that, a message should pop up telling you if there is already an arrangement set up or telling you the terms on how to set one up. If one is not already set up you will see the amount needed and the date it is needed if your account is eligible for an arrangement. Using the Xfinity assistant you can type payment arrangement to see if one is set up and to get your options as well.

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TH69

New Poster

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7 Messages

It shows I have a payment scheduled for Sept.10 and the guy helping me said he didn't see any shut off notices

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3 months ago

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XfinityAmandaB

Official Employee

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1.6K Messages

A scheduled payment is not the same as an arrangement. You can always set up a scheduled payment at any time as a convenience, so you do not have to worry about processing your payment on a specific date without needing automatic payments. Like a future-dated check. Having a scheduled payment does not necessarily guarantee your services as that payment would need to meet the time frame and amount shown in the app or through the Xfinity assistant. You will also get a confirmation email for the payment arrangement.  I would recommend checking using the Xfinity assistant type out Set Up Payment arrangement it will ask you to log in more than likely and from there you should see more information to confirm if your scheduled payment and account meet the qualifications for a payment arrangement. Once correctly set up if your account is eligible services will be restored automatically within an hour.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

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TH69

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7 Messages

I was promised my account wouldnt be suspended

null Agent (12:30 pm): I am also taking ownership and making sure, you will not get any service interruptions till- 09/10/2024, as I have also secured your services from my end.

(edited)

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3 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you for letting us know that you were promised your account wouldn't be suspended and would be happy to pull your account up to review further. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to assisting you further. 

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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3 months ago

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TH69

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7 Messages

I sent the message in private chat

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3 months ago

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