Started service, received self set up equipment, then account deactivated before installing
I started service just before the holidays about 2 weeks go. I recently received the self set up box that I haven't broken the tape on yet. I have a modem/router on the way. I've been using the xfinitywifi in the meantime.
Just yesterday, I wasn't able to get a connection. I went to my xfinity account page to look for outages and I see that my account has been deactived. The one that I just started. No notice, no e-mail, no phone call, nothing. I just don't have service anymore. I've only had it about a week.
I tried Xfinity AI which was happy to remind me over and over again that my account is deactivated. I called xfinity and have been told that the "department" that can handle this type of account (collections?) isn't open. Another agent told me that I needed to talk to somebody in retention (collections?) and the only time they're open is when I'm stuck at work and can't call. I've been without services for a few days now.
The website tells me to bring my balance up to date, but I haven't received a first bill yet, and I've already paid $25 at startup. So I don't know what has been done, and have no ability to do what Comcast is requiring me to do to get any information to even try to solve it myself. I'm stuck.
Help me? Somebody?