Recent experience has really soured me on xfinity

I consider myself lucky, despite the many horror stories of comcast I have read online, I considered myself very lucky, as I never had any issues, well until recently 

I moved to a area that xfinity is pretty much the only reliable option for  internet

From 2021 to summer of 2024 I had the business internet, worked great and used my own modem and router to save even more money

This past summer I switched to the new prepaid Internet option from   xfinity called now, 

The affordable rate with included unlimited data and no modem fees for $30 a month was a dream come true and I switched right away

I have had the new internet for many months, paid on time and just made a payment a few days ago it was smooth sailing  until recently, 

My dad woke up this morning and said the entire wasn't working, 

At first I thought it was our devices but when I checked the app using mobile data it showed that my account was disconnected 

Shocked by this I tried using the xfinty app and the reps were clueless kept saying they were postpaid support and couldn't help me, I tried calling the customer service number and got the same run around

At this point I was being frustrated as my internet was disconnected abruptly with no notice and none of the reps could help me

I thought I would go to the store to get help, and when the guy tried to restore my service he said it wouldnt let him and there was nothing he could do for me further since they don't have the tools in store to help with now accounts

He did advice me that there was a "house debt" listed at my address and to inquire about that

After doing some more research I do realize that they didn't process my comcast business internet cancellation, so I had a pending balance of $294 due on the account

I can understand past due balances affecting normal service, but now being a prepaid option it made no sense why it would affect my now service

And how come I wasn't notified about this balance? None of the reps I talked to confirmed the balance was the cause of the disconnection,

But obviously it is as nothing else makes sense, despite it killing me financially I paid the balance in the hopes that it would release the flag under my account

I guess it worked as I was able to order essentials internet, which was approved, and picked up a modem from the store, and it's setup and running 

But this experience of having my internet connection just abruptly disconnected randomly, no notice, and absolutely no help from customer service has really soured me on comcast

I know understand the horror stories even more, internet is very important in this day and age, this issue today caused me to miss a telehealth therapy appointment with my therapist

To just lose my internet service just like that, has really [Edited: "Language"]

I thought I would never want to switch from xfinity, but this experience has me hoping competition moves into my area

Absolutely shameful behavior to treat customers this way

I could understand if I was notified of this balance and received a proper warning of a possible disconnection

But I received absolutely nothing, they took my monthly payment for now internet just a few days ago, to just disconnect my service this morning 

Yeah I'm [Edited: "Language"] beyond words about this and would really like to speak to a higher level of customer service about this