A

Wednesday, June 18th, 2025 3:15 PM

Reconnection fee doubled after 24 hours of no service

I scheduled a payment arrangement for ~$350, but when I realized I wouldn't recieve the money for it in time, I changed the payment date to the 27th and the amount to ~$700 to cover the whole bill. I did this using the app and it showed no issues and that it was within the allowed time frame for uninterrupted service. I woke yesterday to no service, but assumed it was an outage as I hadn't received a message from xfinity and we've been having storms and work done around the power lines. I went to check the app, and discovered my service was suspended and I needed to pay ~$350 to restore it. I've been scrambling and managed to cobble the fee together early this morning. Today, after 24 hours of no service, I received a message about my service being interrupted for non-payment. When I clicked the link to pay, the fee was now ~$700 that I want have until the 27th that I've already had set up on the payment arrangement. I'm frustrated at this point, as this is not the first time this has happened when trying to use the arrangement schedule, though it is the first time the bill has doubled after only 24 hours of service interruption.

Official Employee

 • 

1.8K Messages

2 days ago

 

AtkSnail Hello there! We appreciate you taking time out of your morning to reach out to our Xfinity Forums Team. That would definitely be a concern, especially when we rely on services for so much these days. I'm happy to take a look, and see what's going on. When you get a chance, can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

 

3 Messages

I tried to message you, but your name does not come up. The closest name to XfinityKassie that is available is XfinityKate.

Official Employee

 • 

1.8K Messages

 

AtkSnail No worries! You can follow the instructions, and just send a general Direct Message. Do you see that option? Please be sure you are signed in as well. I look forward to working with you today!

 

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