1 Message
Customer service/Payment Arrangements/Online Live chats/XAP/suspended services
Sorry if I already posted. I did this once and then posted but it directed me to sign in and start over.
The last 30+ hours has been the most frustrating and stressful experience I’ve ever had with Xfinity. Trying to make a payment arrangement and keep services on is just not possible in todays world. Incorrect info given on such a level that I would be embarrassed to work for this company. All of these online agents and agents on the phone need to be educated with what their company can and can’t do.
After 30ish hours and about 8ish different agents, I was informed that I can’t make an arrangement and keep my tv services because they automatically enrolled me in something called XAP. XAP keeps my internet service on though so that’s a plus I guess.
I wanted to just postpone my payment for a few days and keep all my services.
the way I was tossed around from person to person, was so maddening. So many agents said “I’m fixing it right now”. Or “I had to remove XAP and now you need to wait 2 hours and 24 hours then services will be restored”. I waited all those hours and still nothing. All times that I contacted someone, they said “rest assured, I will help you”. There was no helping me.
This morning, an agent said nobody in this chat can do what you need done and that I need to call a specific team. I called that team and he actually found out information for me. If he didn’t know the answer, he contacted the department that would know the answer.
he is the one who told me, I can’t get rid of XAP until I pay the past due and I can’t restore services until the XAP is taken off.
I had a rough past couple months and just needed an extension. Can’t have that with xfinity anymore apparently. Get punished for being poor. Very unsatisfied.
The customer service agents need more education on information, services, etc.
XfinityJustinC
Official Employee
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1.3K Messages
2 years ago
Hello, @user_441608. Thank you for reaching out over Xfinity Forums for support, you have reached out to the right place assistance. This is definitely not the experience we want you to have, and know how important it is to have service up and running.
The XAP program is connected to the Affordable Connectivity Program, and ensures you that if the billing goes past due internet is kept active with 100 MBPS download and 10 MBPS upload active while the past due amount is caught up. From experience, I have also seen accounts that have set up installment payments for the past due amount can be placed in XAP to keep their internet up and running.
To check to see if your account is eligible for a payment arrangement, before the account would go into XAP or non-pay suspension. You would want to reach out to the Xfinity Assistance and follow the prompts for a payment arrangement: https://www.xfinity.com/support/articles/set-up-payment-arrangement. You can also set up an installment plan for a past due balance through the Xfinity assistance if eligible: https://www.xfinity.com/support/articles/installment-plan-balance-due.
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gp1942
1 Message
2 years ago
I'm having an issue paying my past due bill, tells me payment declined bank closed, which is NOT true. So, I used bill pay through my bank to pay the bill, but it won't get paid until 09/11, it is due today. Will I be disconnected?! Not my fault I can't pay on Xfinity's site!
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