Visitor
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1 Message
Internet outage started, im the only apartment affected, and i didnt lose internet till days after the outage was detected.
I lost internet on July 8th, early in the morning. I went to check why and it says there has been an outage since July 5th early in the morning because of severe weather. None of the neighboring apartments are experiencing this outage, and there seems to be nothing dangerous in the area to stop a tech from coming out iv there was an issue. A little context is I was late on my bill... it was due July 4th, but fot unforseen circumstances, I couldnt pay until the 8th. So heres the biggest questions I have.
1. Why did I lose service 3 days AFTER the outage accordingly started
2. Why is my apartment the only one having issues
3. Why, even though there is seemingly nothing in the area dangerous to stop a tech from coming out if there is an issue, is one not being sent out.
and 4. Is this all because I was late on my bill.
EG
Expert
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119.3K Messages
9 days 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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XfinityJustinC
Official Employee
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2.5K Messages
9 days ago
Hello, @SK05 thank you for reaching out over Xfinity Forums. Working from home myself I completely understand the importance of having your services working as I rely on my daily, if I was in your shoes I'd be reaching out as well. From experience if there are area equipment issues, that typically affects all users that receive their service signal. It's odd to hear you're the only one currently being affected, and days after the interruption notifications started.
Yes, if your account is past due this could be the reason the service stopped if a payment arrangement was required to keep service activated past the due date and not done. When service is set to be suspended for non-payment we do send out notifications to try and be as proactive as possible: https://www.xfinity.com/support/articles/late-payments
- Did you receive any notifications about possible service suspension if the payment wasn't made by 7/4?
- When logging in to your account either online or through the Xfinity App, is there a message about your account being past due and a specific amount needing to be paid?
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