Visitor
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1 Message
Need to pause service due to severe storm damage
My home recently sustained severe storm damage and we are currently without power. I need to put my internet service on hold under the Natural Disaster Plan until the house is repaired and we have electricity again.
Because my area is currently in a declared outage, the automated phone system and chat bot are completely blocking me from reaching a live agent to get this set up. Can an official Xfinity employee please reply so I can send a direct message with my account details and get this suspension processed?
EG
Expert
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120K Messages
3 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityKam
Official Employee
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391 Messages
3 hours ago
@user_iufwly Thank you for reaching out, and I hope everyone is safe following the storm damage to your home. We can certainly take a look at the account and discuss the options available for your situation, including a temporary hold of service while repairs are being completed. Please send us a Direct Message with your full name and service address, and we'll review the account with you. We understand that the current conditions are making it difficult to reach support through the usual channels, and we're happy to help however we can. Please send us a direct chat message with your full name and complete service address How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace 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
(edited)
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