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Bethk1973
1st Topic

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2 Messages

Friday, March 27th, 2026 7:10 PM

No service,have a bill

We bought a house on March 18th. Received modem and was supposed to self install.  Apparently previous owner cut the line and there is no coax outlet to hook the

router up to. Tech came out and verified after a frustrating chat with CS explaining the details. It is now March 27th. Still no service,  3 contractors have looked and said you have no signal. No duh. The line was cut and needs bored across the road from the live box. However, I'm being billed for service I'm not using. Three times I've tried to explain this. Three times CS does not understand. I've been told I would not be charged. Still being charged. The last one said to ignore it! I can't, it's autodraft!! So, I still don't have service but I'm being charged! Another is here today, same story. At the box that the line is cut saying there is no signal! WE ALREADY KNOW THIS! It has to be reran from the box on the other side of the road! THEN, a line needs to be put in the house to connect the modem to! Geeez

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3 hours ago

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XfinityCliff

Official Employee

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72 Messages

4 hours ago

Thank you @Bethk1973 for reaching out via our Xfinity Community forums to express your concerns.

In situations like this, when unexpected situations occur and your services do not get fully activated due to unforeseen circumstances, we will typically make adjustments as needed to ensure you are not billed for unused services.  When you were speaking to the Customer Service team, did they advise you of this?

We can definitely take a closer look at this for you if you would like.  To have us do so please send us a Direct Message (instructions on how to do that are below) that includes your full name and your service address.  Once we get your account verified, we can further assist you if needed. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. 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/697ba1…

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Bethk1973

Visitor

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2 Messages

Absolutely worthless. Never sent ANOTHER verification to phone. And why do I need to verify myself again after I verified myself twice to get here? Then never answer a simple question.  

Billing for services NEVER USED! It's simple. Statement STILL reflects money due. I'm not paying and if it's deducted from my account, I'll be filing a complaint with Comptroller! 

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3 hours ago

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XfinityBenny

Official Employee

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1.4K Messages

@Bethk1973 Thanks for the feedback and trying to work with us in a direct message. It helps keep info private, but is not a live chat. Consider it like sending emails on the forum. The platform is great for sending messages as you can, and we work hard to reply as quickly as possible. Let us know if we can continue in a direct message, to be sure this is resolved asap. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 hours ago

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