That is completely normal. The traditional seasonal suspension does not include the ability to access the internet. You would need to add on the seasonal internet access for an additional fee per month.
Seasonal Internet Access Plan
You can suspend the Xfinity Internet service or select the Seasonal Internet Access plan. Under the Seasonal Convenience Plan, the customer’s Xfinity Internet service is suspended, which means they only have access to existing email accounts and the ability to create more Xfinity IDs. Customers can choose to upgrade to the Seasonal Internet Access plan for an additional monthly fee which offers 3 Mbps download and 2 Mbps upload speeds in their home.
Customers may choose the Seasonal Internet Access plan at the time of enrollment or switch to it at any time during their suspension, but once subscribed they can't move back or downgrade to the standard option.
The upgrade to the Seasonal Internet Access plan must be made on the seasonal webform.
It takes up to 48 hours to process and Xfinity Internet is billed at its standard rate during the processing window.
Differences between the Xfinity Internet Seasonal Convenience Plan and the Seasonal Internet Access plan:
The Seasonal Convenience Plan for Xfinity Internet lets you pause your internet service while you’re away from home.
You’ll still have access to your Xfinity Email and can create new Xfinity IDs as needed.
This is the ideal plan if you aren’t using any internet-dependent services or equipment in your home while you’re away.
XfinityThomasB
Official Employee
•
1.9K Messages
4 months ago
That is completely normal. The traditional seasonal suspension does not include the ability to access the internet. You would need to add on the seasonal internet access for an additional fee per month.
Seasonal Internet Access Plan
You can suspend the Xfinity Internet service or select the Seasonal Internet Access plan. Under the Seasonal Convenience Plan, the customer’s Xfinity Internet service is suspended, which means they only have access to existing email accounts and the ability to create more Xfinity IDs. Customers can choose to upgrade to the Seasonal Internet Access plan for an additional monthly fee which offers 3 Mbps download and 2 Mbps upload speeds in their home.
Customers may choose the Seasonal Internet Access plan at the time of enrollment or switch to it at any time during their suspension, but once subscribed they can't move back or downgrade to the standard option.
Differences between the Xfinity Internet Seasonal Convenience Plan and the Seasonal Internet Access plan:
The Seasonal Convenience Plan for Xfinity Internet lets you pause your internet service while you’re away from home.
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