Activate my internet now!!

What is this about? My bill is paid. I'm on autopay! And still you discontinue my service?? This is outrageous and completely unacceptable!

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XfinityChristy

Official Employee

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2K Messages

18 hours ago

AudreyGB Oh goodness, thank you for reaching out via our Xfinity Community Forums regarding the status of your service and billing. I completely understand your frustration! It sounds incredibly upsetting to have your service discontinued, especially when your bill is paid and you're on autopay. That doesn't sound right at all.

Please know that I'm here to help get to the bottom of this for you and get your service restored as quickly as possible. Could you please send a direct message with your full name and address so I can investigate what might have happened?

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

I want to make sure we get this sorted out for you right away.

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AudreyGB

3 Messages

Thank you. I have sent my information as you have requested. Tonight I spent over 4 hours trying to get this resolved, including twice accepting a new service plan, as I was advised that my old one was gone and could not be recovered, but that it would afterward be able to be changed back.

From 9:45 PM until now 1:15 AM I was actively trying to get service restored. I don't know now where my account stands as far as what plan it might be on. I am hoping to have my service restored today, so that I am able to work at least a partial day. This whole thing has been inconvenient, confusing, and quite frustrating.

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18 hours ago

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XfinityChristy

Official Employee

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2K Messages

AudreyGB, thank you so much for providing your information and for your patience. I sincerely apologize for the incredibly frustrating experience you've been through, especially the hours you spent trying to resolve this last night. Please know that for future reference, our department hours are 6 am to midnight EST, 7 days a week. If things are not resolved before the end of the business day, we can always pick things up when our department opens.

I have responded to your direct message with the next step to complete the authentication process so we can take a closer look at your 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.
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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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17 hours ago

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Customer Service

AudreyGB

Activate my internet now!!

XfinityChristy

AudreyGB

XfinityChristy

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