Visitor
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4 Messages
Account Suspended But I Have An Active Payments Arrangement
I set up a payment arrangement for 7/29/25 for my past due fees and today 7/22/25 my services have been suspended. I am extremely frustrated as I chatted with multiple agents after setting up my arrangement to confirm that all was good and that my services would not be suspended. They each “assured” me that everything was good to go and that my services would not be suspended. I have all my transcripts from the chats to back this up. I also have my email confirmation of my payment arrangement. I checked the app and i still see the payment arrangement displayed. This is not the first time that this has happened to me. I work from home and need my internet services to successfully to so. I need someone to fix this today ASAP!
XfinityPaula
Official Employee
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1.5K Messages
11 days ago
Good morning Annette_1986! Thank you so much for reaching out to us on our Xfinity forums. I'm terribly sorry to read about the issue we are having with the payment arrangement and the services not being restored. I know how vital it is for our arrangements to help when needed and to keep services active especially when working from home. I would love to dig into this for us to figure out why it's failed. When you set up the arrangement did you use the Xfinity Assistant? At this time that is the only way to set up an arrangement for the account that should restore the account services.
Please send us a direct message with your name and service address. I will do everything I can to help out.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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Annette_1986
Visitor
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4 Messages
11 days ago
Thank you for your response.
Yes I set it up that way and I again confirmed with multiple agents that the payment arrangement was set. I received email confirmation and all. I just sent the direct message
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