2 Messages
My Service Just Stopped Working
So my service completely stopped working and now just says, "you no longer have xfinity service." I have an active bill payment (even an extra bill payment in case maybe I missed the date but I saw two payments on the same month I've made) and my account/service is completely locked out. To put this into context and maybe can some one help me out, when I first got Xfinity Internet, it was on our old address before we moved. Had the line installed and set up before the move and when I went to call and confirm for the new address for service, I got the "okay" that at the new address everything was fine and that we should have service once we hooked everything up. I hooked up my modem and everything worked flawlessly. My service was fine for 4-5 months until March 15th, it just stopped. I checked my account and it said my service stopped. Beforehand, the month before on Febuary, I got a call at work asking if I wanted to cancel my service. I said no, nobody in my household claimed that they filed for a cancellation process and I didn't either, my service was fine so I said no and they just hung up. I checked my account for changes and it said that my account had "restricted access." I only made this account when I opened up to get Xfinity Internet and theres just only one account. I got in touch with the Xfinity Agent Assistant and got my information validated and everything, but they brought up something about a person being in "homestead debt" I told them im the only person on this account I dont know who that is at all. They eventually ended the chat when they asked for the CM Mac Address on the back of the modem and I was just confused. I went to an Xfinity Office Outlet and when I told them about the situation of what happened, he confirmed that my account was locked out due to an interference of I guess it registering there was a new address added thinking it was a seperate account trying to get access to the internet provider I had. Maybe the guy on call I contacted for the transfer didnt fully do everything that he needed to do. I'm not to entirely sure what happened but I just really need help.
XfinityThomasC
Official Employee
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2.5K Messages
1 year ago
Hello, @fhrxstrs Could you please send our team a direct message with your full name and full address? To send a direct message:
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XfinityAmira
Official Employee
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4.1K Messages
1 year ago
It was a pleasure working with you @fhrxstrs! I'm so happy we were able to assist you with getting this service issue all sorted out and taken care of. Please be sure to reach back out to us Publicly for any future issues or concerns, my team is here to support you.
Thanks for being the best part of Xfinity!
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fhrxstrs
2 Messages
1 year ago
I would like to follow up on this post ive made about several days back.
The Xfinity Support Team has completely helped me in every conceivable way and then some, the process was a tad bit lengthy but it was worth it knowing my service is reinstated.
If anyone in the future has this problem (mostly in the change of address followed up by a service blockage) please follow these steps in hopes that this issue is resolved for you in a timely manner.
Go to your nearest Xfinity Store/Office and report the issue with the account at hand, most handlers will tell you the issue as well as solutions that can help resolve the issue. The one that fixed it for me was sending your leasing information in the residency you have moved into as well as a documented ID/Drivers Licence confirming you are leased under the name or apartment. This confirms that a new name is under the apartment/house and the ones before it initiating the block due to debt/other reasons are completely seperate and not related to your account at all. Send in a ticket (the handler can do this for you with your email setup) and it should be processed within 1-2 business days.
For us, we got a call back saying our service was reinstated, but our service was unresponsive. Have a Xfinity Customer Service agent help monitor progress on this as well (simply create a direct message with the account name "Xfinity Support") and talk to them on the situation at hand.
My solution was resolved with a gateway swap (I had to get another modem set up since the one we went to get was unresponsive as well as the old one) and have a technician look into the situation. The guy there was super nice I can't remember his name too well but he quickly fixed the matter with a low power consumption with my coaxing cables. All in all, I would like to thank the customer support team as well as everyone that has contributed and helped me in many ways I wouldn't get from any other provider. I appreciate you guys a ton and I hope this post helps resolve this issue that happens to anyone that comes along this problem at hand.
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