Regular Visitor
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3 Messages
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?
Jawwny
Regular Visitor
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3 Messages
4 years ago
Here's an update:
I still don't know why my service was shut off and what to do with the equipment I have. I've called the activation lines and always get a "Wait time is over 5 minutes, leave a voicemail and we'll call you back." I've left a message with my ticket number and haven't heard anything back. No calls, texts, e-mails, responses on this forum, nothing.
I still don't know if I'm going to be billed or get early termination fees, or what is going on. If I should or even "can" return this equipment. I just started service and have had no issues in the past. I'm going on several days now without internet service. Nobody in customer service or chat will say anything except to talk to somebody else, who is never available.
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Again
Expert
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31.9K Messages
4 years ago
@Jawwny
Did you recently move into your residence? Are you renting? Did you buy your home?
Chances are the previous resident left without paying their bill. Since there is an outstanding bill from a previous resident you're not able to have service; two accounts generally can't exist at the same place. What you'll need to do is prove you are the resident by showing proof of your lease or mortgage and a photo ID at your nearest store so they can remove the block on your address.
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Jawwny
Regular Visitor
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3 Messages
4 years ago
Thank you very much. I am renting and that sounds like it could be possible. It may be a few days or weeks before I can get to a store during their hours, but I'll check that out as soon as I can.
Thank you!
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CCChe
Official Employee
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6.9K Messages
4 years ago
Hi @Jawwny, and welcome to the Xfinity Forum. I'm sorry for the experience you've had while trying to start your services. I wanted to check in with you to see if you were able to make it to your local service center to get this taken care of? If not, my team would be happy to help! We can review the previous accounts at this location and create a research ticket to see if we can have the block removed.
Please send a private message with your full name and the numbers associated with your service address as it appears on your billing statement. To send a message, click on my name, "ComcastChe," then click send a message.
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