Visitor
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1 Message
Emergency: Agent promised courtesy restoration
I was explicitly promised a one-time courtesy service restoration by a phone agent today so I could work from home. A supervisor is now refusing to honor it. I desperately need an official corporate employee to help me pull the phone recording and process a manual override.
EG
Expert
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121.2K Messages
15 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityChristy
Official Employee
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3.1K Messages
36 minutes ago
@user_ri5muh Hello, and thank you for reaching out here on the Xfinity Community Forums. I can definitely understand your concern, especially if you were expecting your service to be restored based on a previous conversation. I'd be happy to review the account and any notes left by our representatives to make sure you have the most accurate information. I do want to be transparent that a soft disconnect cannot be manually removed or overridden. In these situations, service can only be restored once the past-due balance has been paid.
That said, I'd still be glad to take a closer look at the account with you. Please send us a Direct Message with your name and service address, and I'll review the account history, explain what I'm seeing, and answer any questions you may have. I know this isn't the outcome you were hoping for, and I'm sorry for the frustration it has caused. We're here to help in any way we can and make sure you have a clear understanding of your account and any available options.
How to Send Us a Direct Message:
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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