Prepaid Internet

@XfinityBrie

I tried calling the number and it won't let me.  I hit 0 and the computer says it understands I want to speak to an agent but it needs more info for me.  Since it's been about 3 months it says if you go w/o service for 3 months you need to reactivate it. 

It's getting stressful because what are the odds Xfinity does a neighborhood with 600+ houses and forgets one lol, happens to be mine.  It took so long to get whomever the contractor is they partner with in Maryland to lay the lines and do the digging and that finally got done after 3 months almost now I just need to get the tech to actually hook it to the box on my house so I can go from there. 

I doubt legally we are allowed to connect it ourselves.  But that number won't let me get a human or agent as they're called to schedule a tech to come out to hook me up 

How ironic, I also live in Maryland, @Avallyon. We were just looking at moving and one of the things I kept bringing up to my roommate was the new construction of homes and the wiring outside for them. A bit of Deja Vu. Ok, go ahead and send us a direct message with your name and the service address--we'll look into getting someone out to hook up the exterior linework.

To send a direct message:

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

• Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3EBhv2c
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

Hello and thanks for reaching out @user_29cc0d. I am very sorry to hear about the headache you are going through. I am truly sorry to tell you that we are not able to assist you with your Pre paid account over this platform. We are able to help with troubleshooting issues but that would be it. You will need to call and talk to our Xfinity Pre paid department to get your refill on your account.

Your answer was at best a non-answer.  I understand that this platform may not directly relate the Xfinity Prepaid but I would hope that you Xfinity Employee would pass along a complaint or issue to the proper department or unit.  I stated that I've called Prepaid Customer Service/Support 4 time in my previous email and now another 3 or 4 times to no avail.  On each occasion, I'm told the matter will be escalated to management; it's now over two weeks and the issue has not been resolved.  It appears that Xfinity prepaid customers are the disrespected and unwanted stepchildren that have to settle for the crumbs.  I have one package that has been expired for about two weeks and another that will expire in about 2 days.  This is absolutely crazy that I can't get help with what I would think would be a easy problem to resolve. 

I can understand that you are frustrated. I wish we could do more here to help, however, calling them is going to be the best thing at this time. We have no way to help elevate that service here.