Skirkla's profile

New Poster


4 Messages

Tue, Dec 8, 2020 10:00 AM

Bad customer service experience

I talk to agent on Friday 12/4/20, she told me to make a payment extension on the app. I made an extension to pay past due on 12/11/20. I ask her will my services be active until then because I work from home and she said yes. My services was disconnected on Monday, 12/7. I called and the agent confirmed my extension for 12/11/20 and apologized then reactivated my services. Today, 12/8/20 my services was disconnected again. I called and the agent name Kayla was very rude told me that I need to pay my past due amount and that the other agents gave me wrong information and that if I don’t pay my only other option was to use xfinity hotspot. She was very rude talking down on me and said she don’t know why I cannot accesss hotspot and she transfer me to tech support. Tech support apologized and said that they cannot help me and apologized for her transferring me with more false information.

apologized and res


Accepted Solution


Official Employee


18.9K Messages

7 m ago



Apologies for the issue and the experience that you described above. Looks like you were able to make a payment recently, thank you. 

As a courtesy, we have credited back any late charges and reactivation fees incurred over the past 24 months. I hope that helps in making the overall balance due more manageable.

Those credits will post overnight and will be available to view in My Account.


Link here should assist with connecting to our hotspots:

Thanks for your patience and hang in there.

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