Tenant has unpaid bil

I am the landlord. My tenant had the same last name. Xfinity flat out refused to unblock service unless bill was paid . They would not even follow the policy on their website and take my documents.

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XfinityAmandaB

Official Employee

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3.2K Messages

3 hours ago

user_gaebnn Thank you so much for reaching out for help with the collections hold on a property you manage. Having the same last name may complicate things somewhat, but there may still be options to get the hold removed. I know we have steps that would help for a new tenant, but as the landlord, you need to show you are not the resident and were also not living at the location when the debt was incurred. I am not locating any exceptions or a different process if you are not the tenant. Is there a new tenant moving into that location that needs new services?

If there is a new tenant, they can provide proof of residency when they need to set up services to have the block removed for them.

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user_gaebnn

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4 Messages

No, I own the home. I have started an Airbnb and offer free Wi-Fi for my guests. When I was in-store yesterday, the agent helping me stated that corporate had a block on my account due to the name. They would not even accept my documents for review. I paid $600 for someone else's bill so I could get Internet started. I want a refund and for Xfinity to probably bill the tenant. I have submitted complaints with the FCC, the New Mexico AG, and the BBB.

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3 hours ago

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XfinityAmandaB

Official Employee

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3.2K Messages

user_gaebnn That would be frustrating. We do not have exceptions from what I can find for short term rentals property, but I am glad you did reach out to the FCC. They work with our Corporate Resolution team. They are our highest level of escalated support, so if anyone can help, it would be them! With that, you do get a designated point of contact for those cases, and they would work with you exclusively to find a resolution.

How long ago did you submit this to the FCC?
I ask so I can try to provide a timeline for you so you have an idea of when you should hear back.

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2 hours ago

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user_gaebnn

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4 Messages

I filed with the FCC yesterday, June 25, 2026.

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2 hours ago

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XfinityAmandaB

Official Employee

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3.2K Messages

user_gaebnn I may be able to see the ticket already if you would like me to check. I can not assist with the issue since you did escalate that far, but I can help be the middleman and provide updates if I can locate the ticket. Send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 hours ago

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user_gaebnn

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4 Messages

I have sent a direct message to Xfinity Support

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58 minutes ago

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user_gaebnn

Tenant has unpaid bil

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