T

Visitor

 • 

4 Messages

Mon, Jun 27, 2022 6:16 AM

Internet suddenly disconnected despite paying bill 1 week ago

Hello Xfinity Support,

Last night at 12:43AM my internet was suddenly disconnected and when I attempted to reset my modem I was met with the Xfinity accounts page. So I proceeded to log in and found that my Gigabit internet service was disconnected. Which makes no sense because I purchased a 12 month contract for Gigabit service this March 2022. There was no warning and I ALREADY PAID THE BILL FOR THIS MONTH. So I think this unacceptable and I I am requesting my service be turned back on. 

Accepted Solution

Official Employee

 • 

604 Messages

2 m ago

Thanks for taking the time to reach out to us regarding your internet connection and billing concerns. I know how important the services are to your home and I can understand the frustration over the loss of services and frustrations over a disconnection not requested. I would love to look further into this concern. Can you please reach out through direct message with your first and last name, name on the account if different and service address?

 

To send a direct message:

Ensure you are first signed in, then you will see an icon at the top right of your page. From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

Visitor

 • 

4 Messages

2 m ago

I already sent a DM to Xfinity Support. Waiting on your response.

Official Employee

 • 

604 Messages

Thanks for sending that over. We look forward to continuing with you there soon!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

How was this resolved? I am having same problem for a week. Replaced router/modem and still intermittent internet. No one on Xfinity chat can help me.

Official Employee

 • 

302 Messages

@user_2cd2ce - Thank you for your feedback! We never like to learn a customer is experincing intermittent internet and appreciate the chance to help out. To be sure I understand, did you receive notifications your services were being disconnected due to the billing? Replacing the modem is a great first step, have you tried using the Xfinity My Account app to troubleshoot? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

4 Messages

2 m ago

I need this resolved in the next few hours. I work from home and this disruption could cause serious issues with my job. 

Visitor

 • 

4 Messages

2 m ago

Issue was resolved within 4 hours. Much more complicated than expected but I thank Xfinity Support for their help!

forum icon

New to the Community?

Start Here