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Hannahj15
1st Topic

3 Messages

Monday, April 7th, 2025 3:50 AM

Switching plans

I had a customer service agent help me cancel my current xfinity internet plan and sign me up for a Now plan. I asked to make sure that I would still have wifi between canceling this service and when my new modem arrives and the agent assured me I would. I got an email today though that says my last day of service is tomorrow. Will I continue to have service until my new modem arrives and I can switch over or has something gone wrong?

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Updated 

12 days ago

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XfinityThomasB

Official Employee

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1.8K Messages

12 days ago

Howdy Hannahj15

Traditionally NOW Internet can only be setup through our website, the service is actually designed to be fully self supported. Agents do not have the ability to set up, or provide technical support on the NOW service platform. The services are self supported through the Xfinity app using the Xfinity Assistant tool. 

 

Device wise, NOW Internet is prepaid, and uses the XB3 as the dedicated device. To set up now, you will have to fully disconnect the Xfinity Internet. They are not able to run at the same time. You can absolutely come back to Xfinity Internet if the services are not to your liking, but I have been hearing great things about the platform. Just to clear things up, Xfinity Internet and NOW Internet are independent of each other, NOW Internet is designed to be our prepaid, budget friendly internet solution. 

 

Here are some other common questions that pop up about NOW Internet. 

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Hannahj15

3 Messages

Hi, Thanks but that is not my question.  My question is, as of 11:59 this evening, will my current internet service completely end and will my house be left without wifi.  I know they are independent.  I'm asking about the gap between when my end of service date is currently specified and when my new modem arrives. 

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12 days ago

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XfinityWilliam

Official Employee

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1.2K Messages

 

Hannahj15 That would be correct. The best thing to do is wait until you get your new modem before you put an order in to cancel your Xfinity services. This way, you will not have a lap in disconnected service.

 

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.
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12 days ago

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Hannahj15

3 Messages

so you're telling me that even though i specifically asked the customer service agent on the phone if i would have a gap in services, they checked and told me no, I was given the wrong information and will still have a gap in service?

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12 days ago

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XfinityThomasD

Official Employee

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1.2K Messages

I can understand the confusion and do apologize. The process we have in place is that we can create the disconnect order for the current internet account, where it would provide a few days of a grace period while the new NOW modem is being shipped and received. You shouldn't see an interruption in your service, and it should remain active until the new modem and NOW Internet account are activated.

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

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12 days ago

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user_ubfa8u

5 Messages

@Hannahj15​ They always tell you what you want to hear, not what will actually happen.  They know there is nothing you can do about it.

(edited)

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12 days ago

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