1 Message
Internet automatically disconnected without permission
I moved my service to my new apartment on June 14th using chat and internet service got activated. When I went to access my bill the following month, the Xfinity account said that I didn't have xfinity service. My internet was working without issue. I called the customer service and I was told that my service was disconnected on June 16th - no reason was logged. I never got an email about it. I had them re-instate the service today and I am waiting for it to show up in my account.
My question is why did it get automatically disconnected, why was their no notification in my email/phone, and what can I do to prevent that from happening again.
EG
Expert
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110.4K Messages
10 months 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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XfinityPaula
Official Employee
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1.4K Messages
10 months ago
@user_a6nh71 Good morning, and thank you for reaching out to us for help on our Xfinity Forums. I'm sorry to hear that the service was cut off on you like that. I know with chaos of moves and settling into a new home this is not an issue I want added to the list of things you have happening.
Based on prior experience with customers there have been times that a debit issue was discovered at a location causing the active account to be disconnected. I will be happy to look into the matter and see if I can find any answers for us and help make sure there are no issues like this again in the future.
Please send us a direct message with your name and service address. From there I will have to verify the account, and we can help figure out the trouble.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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
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