Visitor
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1 Message
Account disconnected suddenly
My service was abruptly disconnected and when I log into the app, it says “my account is no longer active” and I’m “no longer with Xfinity.” This happened without warning, and my account isn’t in default (I have had service less than a month and have my first autopay set up for later this week.)
How can I fix this? No agents are available to chat and I can’t get a callback for four more days. It feels terrible to be paying for a service only to have it randomly stop working.
XfinityJeff
Official Employee
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315 Messages
5 hours ago
Good morning @smoresley, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. As someone that works from home and has a child that has nightly homework online, I can understand the need for internet, and I am sorry to hear that your service stopped working. You have reached the right group that can take a look into the issue and get this resolved. Could you please send our team a direct message with your full name and full address?
To send a direct 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, please add your full name and address
• Press Enter to send it
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