Pause Service

@XfinityJustinC​ Can you provide me the official policy behind this 90 day grace period?

I am not going to lie, this is not very convenient and I was hoping for a better answer than the fact that I am

going to have to pay the early term fee and then maybe have it refunded to me. We have been extremely satisfied with Xfinity and had no plans of looking at other providers but based on this we might be shopping for the best offer at our new home.

@user_0pvanx I definitely understand the inconvenience of having to disconnect then restart service. I was trying to find a specific document to share from the website, but was unable to locate one. But did find this previous Xfinity Forums post that has the breakdown of ETFs and the 90 restart period. 
https://forums.xfinity.com/conversations/billing/early-termination-fee/6063572e25dbf7275ea6c111

An $110/$230 Early Termination Fee for (TV, Internet, Voice or Home) will apply if you cancel all services, excluding Xfinity Mobile, during the term of the agreement. The Early Termination Fee decreases monthly. The Early Termination Fee will not apply if you cancel within 30 days of installation.

Note: In the state of Illinois, the Early Termination Fee will not apply if you cancel within 60 days.

When it comes to ETFs, you can have any ETFs credited back if you were to restart service at any address within 90 days of cancelling. Additionally, you would receive a credit for an ETF for cancelling service after 30 days during your 12 or 24-month agreement only if-

- You are canceling due to a natural disaster in your area
- The account holder has passed away
- You are relocating due to Active-Duty Military
- You are transferring your service to a new address

Thanks for your response but it is clear that Xfinity is not interested in retaining me as a customer so I will be looking elsewhere. Enjoy my $230.

@user_0pvanx We certainly don't want to lose you. If you send me a direct message with your full name and account I can double-check the account to see what other options there are in your case. The only time an ETF is $230 is if you are cancelling a brand new 2-year plan after 1 month of keeping it. I want to see what your actual deal looks like. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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.