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I had a payment arrangement for 7/18/25 I spoke with an agent via chat to get an extension on the arrangement for 7/30/25. I specifically asked if that would allow me to avoid disconnect she said she would update this in the system to avoid any disconnect. 3 days later my service was disputed. The agents I spoke with after that told me this was my fault for missing the payment. I explained I reached out to avoid disconnect and they basically told me it was my fault. I am so disappointed and discouraged because I made sure to reach out to avoid this. I keep getting the run around.

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XfinityDena

Official Employee

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3.4K Messages

9 days ago

Thank you for reaching out @user_4kzzxe. As a single mom I understand sometimes we all need extra time to make a payment on a bill. While we can manually set a payment arrangement into our biller, our billing system also completes audits and will remove payment arrangements or changes made to the payment arrangement date when showing the account is not eligible for the payment arrangement or the date further out from the original payment arrangement date. To restore the account at least the past due balance would need to be paid since if we do restore services the system will audit the account and disconnect the account for non-payment again. I totally get how this is not the best answer or the most desirable, and I am really sorry.

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user_4kzzxe

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2 Messages

If you speak with someone within your company and they assure you that you were able to set up a new arrangement only for several other agents to tell you that it doesn't work like that after being reassured that you did the right thing is what lead to where I am now. I have been hung up on, transferred to different department who had no clue what was going on and just put through the system to avoid the issue.

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2 days ago

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XfinityGabriel

Official Employee

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2.5K Messages

user_4kzzxe, This is not the experience we like to hear about. For a more seamless way of scheduling a payment arrangement, we recommend doing it via our online option with the XFINITY Assistant to help avoid any issues like in this link here. Here are also the steps below for future reference.

1. If you need more time to pay your bill and you’re eligible for our flexible payment options, you’ll see a card on the Overview page of My Account that recommends chatting with us. To set up a payment arrangement with Xfinity Assistant, click Chat for options.

2. Select Billing and payments.

3. Click Set up a payment arrangement.

4. You can choose when to add your payment method. If your service is already suspended or if the date you’re able to pay falls on or after the date your service will be suspended, you’ll need to add a payment method and schedule a payment in My Account.

5. If you select Add a payment method later, you’ll continue setting up a payment arrangement through Xfinity Assistant by choosing a date.

6. You’ll see a confirmation with a reminder to add a payment method by your payment arrangement date.

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2 days ago

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user_4kzzxe

Internet

XfinityDena

user_4kzzxe

XfinityGabriel

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