Skip to main content
user_15ead1
1st Topic

Visitor

 • 

5 Messages

Sunday, May 10th, 2026 11:06 PM

Reconnection after suspension

My account was suspended late Thurs night due to late payment. The payment was posted on Friday, but we still have not had internet or cable reconnected. I work from home. How soon will we be reconnected?

Question

 • 

Updated 

11 hours ago

14

1

0

Oldest First
Selected Oldest First

Accepted Solution

XfinityAlyssaA

Official Employee

 • 

2.6K Messages

11 hours ago

Good afternoon @user_15ead1, and thank you for reaching out on our Community Forums regarding your account concerns—we appreciate you contacting us. I see you mentioned that your service was suspended and that you’ve since made a payment, but the service hasn’t been restored yet. Typically, service is reinstated within 24 hours once the full past‑due balance is paid and the account is brought current. To help us narrow this down, can you please confirm whether the full past‑due balance was paid? Additionally, have you tried restarting your equipment since making the payment?

 

6

0

user_15ead1

Visitor

 • 

5 Messages

I did pay the past due balance. I have tried restarting the equipment but it didn't work. Should I try again?

Like

Reply

11 hours ago

0

XfinityAlyssaA

Official Employee

 • 

2.6K Messages

Okay, thank you for confirming that you paid the past‑due balance and that you’ve already tried restarting your equipment @user_15ead1. Can you also confirm whether the payment went through successfully? Have you logged in to your account to verify that the payment was processed and that your account status has updated?
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

Like

Reply

11 hours ago

0

user_15ead1

Visitor

 • 

5 Messages

Yes, the payment went through. I got an email confirming. And also when I go on the app it thanks me for the payment.

Like

Reply

11 hours ago

0

XfinityAlyssaA

Official Employee

 • 

2.6K Messages

Thank you for confirming that information @user_15ead1, we appreciate it. Let’s take a closer look at your account to determine why the service hasn’t been restored yet and how we can help get this resolved. To get started, please send us a Direct Message with your first and last name, along with the service address associated with the account.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • 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

Like

Reply

11 hours ago

0

user_15ead1

Visitor

 • 

5 Messages

Thanks so much. I just sent a message.

Like

Reply

11 hours ago

0

forum icon

New to the Community?

Start Here