Visitor
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1 Message
Internet Service Suddenly Deactivated Despite No Past-Due Balance
My Xfinity Internet service suddenly stopped working, and I found that my account/service is now showing as inactive.
I did not request to cancel or disconnect my Internet service. My account currently shows a balance of -$25, and when I try to make a payment, it says that I have no past-due balance.
Could someone from Xfinity please help me check:
1. Why was my Internet service deactivated?
2. Was a disconnect/cancellation order placed on my account, and if so, why?
3. Can my existing Internet service be reactivated as soon as possible?
I would like to keep my existing account and Internet service rather than open a new account.
XfinityDuron
Official Employee
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1K Messages
9 hours ago
I know this has to be a huge inconvenience and I will be more than happy to assist with your issues. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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