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user_bkahe2
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Tuesday, October 3rd, 2023 8:53 AM

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No Internet for weekS. Shouldn't have to pay for Internet not used

Haven't had Internet since 9/21/23. The app keeps saying it can't connect me(I took screenshots) and Ice received my bill trying to figure out how I'm paying for price for a service I've only been able to use for almost half the month and counting! The app recognizes the modem hasn't been working (took photos of that too). How do I get my bill prorated? Can't get a hold of a person or make it past the billing screen without an error message. 

Question

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Updated 

2 years ago

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XfinityChristy

Official Employee

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2K Messages

2 years ago

@user_bkahe2 First, I am sorry to hear you have been having issues with your internet. As a team member that works from home I understand how important a strong connection is. I would be happy to troubleshoot this issue and review your bill with you. We don't want you paying for a service that you can not use either. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

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