Service Issues

Xfinity

Hi there, 

I am having a very bizarre issue that no one at Xfinity can figure out. Here is the issue: 

We moved into our apartment on April 29th 2025. It has a gateway device pre-installed. I signed up for Xfinity and went through the set up process online to activate our service using the gateway installed behind a panel in our closet. The gateway was pre-installed prior to us moving in. We have not had any issues. 

Friday 11/14/24: our internet was shut off in the  evening. I looked at the app and it said that I owe $150 but I have autopay set up. when I clicked “pay now” it said there was $0.00 due.

Saturday 11/15/25: I called customer support. They said that our internet had been disconnected in April which makes no sense because we’ve been using our internet this entire time. They could not figure out what was going on and told me to go into the store. I went to the store and the man told me he could not figure it out but that he would set up another account under my middle name and that I would have call billing to figure it out. He said it sounded like a charge for a modem. The number he gave me just rang and never went anywhere.

Sunday 11/16/25: The man gave me a modem that is too large to fit in the gateway panel so I went on the app and started a chat with an agent to schedule a technician to install it. When I was chatting with an agent, the app shut off and reopened giving me the same message that happened with the original account under my first name - that I was no longer a customer. It also showed a $25 charge that I needed to pay. I pressed the pay button and it said $0.00 was due.

I cannot figure out why this has all fallen apart and no one can figure it out. I really need help or I’m going to need to switch providers. This is going on 3 days with no internet and no solutions