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user_pght6p
1st Topic

2 Messages

Monday, September 9th, 2024 12:53 AM

Closed

No Service Suddenly/perhaps due to upgrade

I just had my service suddenly disconnected, i reviewed my account and I have no due balance (I even paid the next bill in advance just in case), and I have followed the troubleshooting steps. I don't want to have a technician come visit as I don't want the additional fee and I believe I can resolve this without one. My suspicion is that it is likely due to my plan upgrade. I upgraded my plan and now that i finally see the correct Mbps on my account (1000 to 1200), my service has been disconnected. Can anyone confirm if this is likely the case?

Question

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Updated 

8 months ago

32

1

0

XfinityDilary

Official Employee

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2.1K Messages

8 months ago

 

user_pght6p Hello! Thanks for posting on our Community Forums. I'm sorry to hear about the random disconnection. We can check what's going on. What troubleshooting steps did you complete? Did you reboot the modem manually or through our Xfinity App? 

 

2

user_pght6p

2 Messages

Hello! Yes I followed troubleshooting steps, first by checking the coaxial cable, checking power to the system, and restarting the modem. Following steps through the app.

(edited)

8 months ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

@user_pght6p Thank you for taking those steps and for using our Xfinity app! It's where I start with my home service needs as well! 

Let's work together to get your services back online. 

Please send us a direct message with your name and service address. 

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8 months ago

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