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Monday, July 14th, 2025 11:32 AM

Without service part 2, the lies continue

Last month I had an issue with a payment arrangement, lost service for a week, and xfinity called me to get it sorted out and turned back on. On a recorded call, after I paid to restore service I was told I have until the 17th of July before I'd need to make my next payment. Well, on the 12th (2 days ago) I get a text saying to pay my bill now or lose service. I freak out, pop onto the app to see if there's a mistake, and the app shows that I can't change the arrangement date as the payment had already been scheduled for today (the 12th). Except there was no arrangement made for the 12th, and no charge denials from xfinity or the bank. I freak out, manage to contact a person through the chat, get told it was a system error, get a lower monthly bill and a 7 day extension that I have to sign an agreement for. Service is back on. Next day, the 13th, no warning but my service is disconnected. Go to the app, grab a screenshot of it saying disconnected (again) for non payment despite the agreement I signed the day before, and off to xfinity chat I go again. This time I'm told its not disconnected, just an outage until I mention I have screenshots of my chat logs on the 12th and of the app saying it's disconnected. I'm then told it was an error on the part of the last service rep who didn't finish with the extension. That the payment arrangement already on my account was approved by management, they're going to lower my total due and give me a $100 credit within 3-4 hours. Service is back on within the hour and I'm promised that this wont happen again. I take screenshots again, just in case. Lo and behold, I wake up this morning- no service. Icing on the cake? Today I can't do the chat option or even call to talk to a real person without the AI just repeatedly telling me I have to pay up first, so im back here to the forums.

5 Messages

18 hours ago

Oh, forgot to mention, but I took screenshots of the app saying it was disconnected today (14th) for non payment despite everything i was told. Also never received the lowered bill or $100 credit.

(edited)

Official Employee

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2.1K Messages

18 hours ago

AtkSnail As a corporate based team here that runs our forums, we would love to help. It sounds like the new monthly bill had come out during the arrangement period. Typically, we would always aim for the past due to be cleared up before that new billing would generate. 10 days is typically the max period of time on a single arrangement. 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 "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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