Hello @volfam, thank you for taking the time to leave a post. Sorry to hear about the concerning message you received regarding your internet service. I understand how alarming it is to be told you need to accept a new plan or risk having your service disconnected. That is not the customer service experience we want for our customers. Declining an offer would not disconnect your service. Service interruptions can occur for other account-related reasons, such as a past-due balance or certain account restrictions. We’d be happy to take a closer look at your account and review any available notes to help determine what happened. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Again
Expert
•
35K Messages
12 hours ago
@volfam
Yeah, it's a scam and meant to scare you . I'd say ignore it, but you could report whomever you discussed this with so that it stops.
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XfinityMarshante
Official Employee
•
1.5K Messages
2 hours ago
Hello @volfam, thank you for taking the time to leave a post. Sorry to hear about the concerning message you received regarding your internet service. I understand how alarming it is to be told you need to accept a new plan or risk having your service disconnected. That is not the customer service experience we want for our customers. Declining an offer would not disconnect your service. Service interruptions can occur for other account-related reasons, such as a past-due balance or certain account restrictions. We’d be happy to take a closer look at your account and review any available notes to help determine what happened. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
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