XfinityJessie's profile

Administrator

 • 

5.1K Messages

Thursday, December 1st, 2022 4:13 PM

Phone payments are available again.

**UPDATE 12/20/2022 @ 10:28 AM ET**

Full functionality has been restored in our toll-free support numbers—and customers should now be able to make payments by phone.

 

We apologize for any trouble and appreciate your patience and understanding as we worked with our vendor to resolve this issue.

 

Remember, you can always use quick bill pay to make a payment.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

2 Messages

2 months ago

Hello, when do you expect that this issue will be resolved?  I am having significant service issues that I cannot resolve using Xfinity Assistant or self-service.  Thank you.

Official Employee

 • 

398 Messages

Hi there @user_dde3b2 We have our engineers working on getting this resolved as quickly as possible. We would love to assist with getting your services to work the way they should be. 

 

Could you 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
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

3 Messages

I cannot find this Direct Messaging option...ive looked everywhen on Xfinity and Xfinity mobile sites

Visitor

 • 

3 Messages

OH..if you select DevinC above it will take you to another page where you can apply those contact instructions

Visitor

 • 

2 Messages

Thanks.  I have sent a direct message as you suggested.

Visitor

 • 

1 Message

@XfinityDevinC​ 

Hello,

My service is located at [Edited: "Personal Information"]. Service interrupted on September 28th caused by Hurricane Ian. Power to my service address is out and is estimated to be out for the next 6 months. Please advise.

Thanks,

Paul [Edited: "Personal Information"]

(edited)

Visitor

 • 

3 Messages

2 months ago

Hello, I am having trouble activating a new mobile device, I've made several calls and Xfinity still has not resolved this issue. Now the customer service line is down. . I need customer service today, since my Verizon account ends tomorrow. Please help me contact someone directly.

Visitor

 • 

10 Messages

2 months ago

Just to clarify, the "agent" is a chat-bot. My issues are still unresolved, and it will only put you through to an agent if you say you want to cancel several times.

Visitor

 • 

1 Message

2 months ago

what is the third party issue related to?  Phones, Staff, Hardware, etc????

Visitor

 • 

10 Messages

@user_cd9807​ I am beginning to think they have been hacked

Visitor

 • 

2 Messages

2 months ago

I need to upgrade my Credit Card information but it cannot be completed online or through the app

Official Employee

 • 

697 Messages

Thank you for reaching out to us on our Xfinity Forums page, @user_cd3b56. Are you able to log in all the way with the Primary username or the Manager username? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

2 Messages

I can log in all the way, and I cannot change the information.  The card on file has been lost, and does not work.  When I update card information, and hit the SAVE button at the bottom of the page, the button just keeps rolling with the 3 dots, and never updates.  When I chat with the Xfinity Assistant its and endless loop.  Now my payment is late and not sure how to pay my bill?

XfinityKorie

Official Employee

 • 

1K Messages

Have you tried clearing your cache and cookies on the browser you are using? Also, have you tried a new browser? These steps could very well fix the issues. If not, you may have to reach out to our billing team @1-800-XFINITY. For security reasons, our team here will not be able to take a payment or update card information. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

2 months ago

Hello, I help a senior manage paying their bills.  I visit with my client once a month to do so.  This last visit is when I encountered this problem.  This means that my client will be paying to 2 months of service on my next visit.

My client is not able - at all - to navigate web-based payment tools.

My client should not have to pay a late fee (or any extraordinary fee) due to this situation.  How can I ensure that this will not happen?

Also, due to circumstances, the pay-by-phone capability is *not* a convenience, but a necessity for my client, as well as, I'd imagine, others in the same situation.

Official Employee

 • 

532 Messages

Hey @user_6f16bd, thank you for reaching out to Xfinity Support on our Forums and for your help with your client. The interruption has made a impact and we apologize it is causing problems for your client. Fixes are currently being tested now and hopefully the payment feature over the phone will be back up and running soon. If you can send us a direct message, I can certainly check out the billing situation and possible solutions to help.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• 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

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

2 months ago

How do I make a payment.  I have tried online, phone and app...it is showing error or not able to take payments at this time.  How do I make a payment?

Official Employee

 • 

190 Messages

@user_abcb77 Thanks for reaching out to us, you can always make a payment in person at your local Xfinity Store. Sorry to hear you've been having trouble making a payment thus far. We can look into this further with you if you don't have a store near you. Would you please send a direct message with your name and complete service address for further assistance. 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

1 month ago

Hello. When will I be able to make a payment online? It has not worked for  several weeks, and when I called the CSR said it should be working by the new year.

Official Employee

 • 

413 Messages

Hello @user_5b090d I am sorry to hear that you are having issues with making your payment online. I am not showing any issues with our servers at this time. I do have a way for you to do that without signing into your account. You can pay your bill online without signing in to My Account by using Quick bill pay, which will require you to enter account-related information as a way of verifying your account. 1. Visit customer.xfinity.com/lite. 2. Select an authentication method from the options listed and click Continue. 3. On the next page, fill out the required fields to verify your account and click Continue. 4. A message will appear that your account has been confirmed. Select whether you want to pay the total balance due or pay another amount. 5. Select your payment method and fill out the form with your bank account or credit/debit card information. Click Continue. Lastly, review your payment information on the next page. Click Submit Payment. You will receive a confirmation message that your payment has been submitted. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
forum icon

New to the Community?

Start Here