Visitor
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1 Message
Painted Coaxial Cables and Billing Issues
I have two issues that are directly related.
My first issue is that all of the coaxial cale panels in my apartment have been painted over, therefore, I *have not* been able to get online. I have been able to set up my internet because the coaxial cables that my router came with cannot fit the coaxial cable ports that are covered in flat white paint. If such a thing exists, I need a Xfinity technician that could help replace at least one coaxial cable panel.
My second issue is I am being billed for my first month of service when I have not been online. In addition, I specifically waited to sign up for service on 08/17/2026, so that my bill due date could land after my pay date on the 15th. Alas, my first bill is due on 09/13/2026. I have tried to move my billing due myself, but I keep getting error messages.
EG
Expert
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120.2K Messages
1 hour 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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XfinityPaula
Official Employee
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2.3K Messages
55 minutes ago
@EG Thanks for moving the post to the right support area!
Hello user_g9m98e, Thank you for joining Xfinity! I'm sorry things are not starting out with a better experience. I would be happy to help set up an appointment for a technician to install a cable line that is usable and work to have the account corrected.
For the billing date, I think the trouble is that our statements are processed about a month in advance which created the issue with the due date being the 13th. We have to wait until at least one billing cycle completes before we can request to change the due date. https://www.xfinity.com/support/articles/due-date-change
Let's dig into things and get your services running. From there I can help with the account, and we will work on the due date.
Since this is account specific I have to ask that you send us a direct message please with your name and service address. From there I will verify the account with you and get the appointment scheduled.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (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.
A "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.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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