2 Messages
Services disconnected with a balance of $0 showing
This morning. I’m working at home, Internet service stops. I open up my Xfinity app to see that my balance is zero. But it still says my service has been interrupted for lack of payment. I open up the automated chat, I tried to explain that, and it gives me the option to “pay my bill“ I go to that link, same thing, my balance is zero yet shows as interrupted for lack of payment. I say I’d like to speak to a person and it tells me I need to “sign in“. I click the “sign in“ button and the chat then says “login request sent“ I click it again, says the same thing again over and over and over. It will not connect me with an agent. I find a phone number, it gives me an automated person to talk to. It cannot find me through my ZIP Code nor my phone number. I give my account number, it still can’t find me. This goes in circles for about 15 minutes. I hang up and call again and say I’m a new customer and I was able to get somebody.
I am now told that my service is down because there is work going on in the neighborhood. I received nothing telling me this. The only thing I did see, was that the app and the automated chat service told me I needed to pay my bill. Which again, was zero. I know this because I paid it last week.
I had planned working from home today, nope. Cannot do. Can’t use my treadmill because it needs Internet, can’t watch television because it needs Internet as I also have Xfinity streaming which I will be switching over to YouTube TV. Which I understand is much better anyway.
xfinity has terrible customer service. They make it virtually impossible to talk to a person. And when you do, it’s no help. Unfortunately, I think they’re the only Internet service in my town. AT&T may offer service, but I believe they are related. This company is [Edited: Inflammatory] and if I could leave them, I would. Although I will be switching over to YouTube TV because I’ve heard so much good about it. Much better than Xfinity streaming.
Now, what the [Edited: Language] up with my service being down?
XfinityTony
Official Employee
•
1K Messages
9 days ago
@user_dfsj8z Thank you for your comment! I am sorry to hear that your work from home plans were foiled. I also work from home and understand how crucial reliable internet is. I would love the opportunity to look into your account to figure out what is going on. Based on what you have described, something isn't lining up. Please, send a DM to Xfinity Support with your full name and address. Thank you!
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
•Click the "New message" (pencil and paper) icon
•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
•Type your message in the text area near the bottom of the window
•Press Enter to send your message
As a side note, one of the biggest advantages you get with Xfinity Stream is live local channels, depending on the product you choose. Personally, one of my major reasons to watch TV is my local sports team. While I can't drop any team names publicly, I am definitely supporting a whole city of blue and green!
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