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user_bhcxlu
1st Topic

Visitor

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3 Messages

Sunday, July 26th, 2026 11:20 AM

Terrible customer service

I was on the phone last week and made a payment arrangement for August 7th to pay my past due wifi bill. Yesterday it gets cut off and I have to talk to 20+ different people that I can barely understand just to tell them all the same thing and get nowhere. I spent my whole weekend dealing with this just to get nowhere. Why set up a payment arrangement if you’re just gonna shut it off anyways. This is ridiculous and by far the worst customer service I’ve ever seen from any company. Shouldn’t have to waste my whole weekend just because the person I made the payment arrangement with can’t put it in the notes. GET BETTER CUSTOMER SERVICE OR AT LEAST CARE A LITTLE BIT ABOUT YOUR CUSTOMER!

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11 minutes ago

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XfinityTommy

Official Employee

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3K Messages

2 hours ago

user_bhcxlu This is never how we want you to feel when reaching out for support. Is the past due longer than 60 days, or has the new billing statement come out during that arrangement window to update that owed balance? Rest assured, we are here to help, and are always committed to your confidence in the service and support we provide. 

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user_bhcxlu

Visitor

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3 Messages

No the bill hasn’t been longer than 60 days, I need something to happen today. It’s Sunday and I can’t call you guys. I need my wifi on asap

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2 hours ago

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XfinityTommy

Official Employee

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3K Messages

user_bhcxlu Gotcha! Let's take a look and see if we can figure out what had happened on that agreement. Typically, an agreement is only turned around unless there was one of the criteria I mentioned, or an existing payment arrangement that was already missed on the same balance. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 hours ago

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XfinityTommy

Official Employee

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3K Messages

user_bhcxlu Very sorry for any frustration. Was there an existing arrangement in place already? The reason that I ask is you are only able to have 1 arrangement on a past due balance per bill for that period of time. 

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 as Best Answer.tick

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11 minutes ago

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