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user_edwr9i
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Conversationalist

18 Messages

Friday, May 1st, 2026 9:25 PM

Xfinity is the worst internet provider

My account has been suspended after Xfinity has been denying my contact request and is expecting me to pay the full balance as a loyal customer for years. I suggest you do not join Xfinity as they will leave you hopeless and without any Internet.

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4 hours ago

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XfinityAmandaB

Official Employee

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3.1K Messages

6 hours ago

 

user_edwr9i Thank you for stopping in for help with your account being interrupted due to your balance concerns. We do offer a few options to help customers catch up on their bills, from payment arrangements to installment plans in some areas. Unless you encountered a billing error, it would not be a typical thing to credit back past billing. Were you encountering issues with your bill, such as incorrect charges or plans? 

For our long-time member, we do have great benefits with our member rewards, but again, those don't typically result in a credit for a past billing, but can help you with costs for Xfinity mobile phones, smart watches, movie rentals, movie tickets, event tickets, just to name a few things. We do appreciate all our customers, and that is why we are constantly updating the available benefits you can redeem. 

 

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user_edwr9i

18 Messages

no, I understood my balance was past due, but Xfinity was not accepting my request for a call back and could not speak to a representative and today my Internet was abruptly shut off and extremely says I have no options and I’ve been a loyal customer for years

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5 hours ago

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XfinityQuemekia

Official Employee

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1.1K Messages

I definitely understand your frustration with the difficulty reaching us. It is incredibly stressful to be without service and unable to connect with a representative, especially given your loyalty @user_edwr9i. While we definitely try to offer flexibility, the system evaluates each account individually to see if an extension is possible. Because it's an automated process, not every account will qualify for a payment plan at any given time.
Common Reasons for Ineligibility
  • Payment History: Accounts with a history of multiple late payments or frequent delinquencies may be flagged as ineligible.
  • Previous Arrangements: If a past payment arrangement was broken or not paid by the agreed-upon date, the system may prevent future arrangements.
  • Account Status: If services have already been disconnected or are significantly past due, the option for an arrangement may no longer be available.
  • Account Tenure: Some types of arrangements or installment plans require the account to have been active for a minimum period, such as one year for specific assistance plans.
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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5 hours ago

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user_edwr9i

18 Messages

Supposedly the system has my account as a new account since I’ve moved, but I’ve had this account for years. I am being charged way more than I should’ve month and Xfinity has charged me an amount that I’m unable to pay and has suspended my services without any notifications or anything as I’m trying to set up a scheduled payment or arrangement, your system doesn’t allow it allegedly

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5 hours ago

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user_edwr9i

18 Messages

Tell me why on the app it’s giving me an option to schedule a payment no later than May 5 for my services to be restored and after I scheduled that payment, my services are still disconnected. This is ridiculous. Xfinity is just lying to get my money I need my services. It is a essential for my work

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5 hours ago

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XfinityAmandaB

Official Employee

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3.1K Messages

 

user_edwr9i Yes, you would get a new account number if you moved to a new location, but everything would stay the same as long as the options we still have. We copy the old account information for you, the plan (if still available), and the equipment, and move it to the new address. Since account numbers are connected to locations, that does get you a new account number. That also would move any balance due or credit from your old account to the new one as well. 

 

As for the plan, we are not able to make any changes without your approval. If you moved that change recently from one location to the new one, you would have had to approve the plan at the new address. Do you recall reading that approval for your move with your plan details? 

 

As for the app giving you an option to schedule a payment, scheduling a payment is not the same as a payment arrangement. With a scheduled payment that is like a future-dated check, it does not put a hold on anything or restore services until the date the payment posts to the account. If your account is eligible for a payment arrangement, it would require you to schedule a payment, but they are different, and it would clearly let you know this was an arrangement to restore your services.

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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4 hours ago

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