3 Messages
"You no longer have Xfinity service" despite no cancelation request and always paying bill.
Recently, my roommate got an Xfinity modem for our shared apartment. I've had my own for a long time but since yesterday night, my services have been discontented despite me paying my bill on time for my entirety of having Xfinity internet.
I got two emails prior stating "We received your cancelation request". It freaked me out a bit because I didn't want to be in the position I am in now with everything shut down and turned off. But when I asked about it, I was told there was no request on my account and to ignore the email. Now only a short time later my services have been completely disconnected. I'm sure you could understand me being a little confused and frustrated.
As for the Xfinity app as well, every time I open the app, it tells me I need to make a payment to then sign up again. I made my payment pre-paid this month because of that thinking it would solve it, but it didn't. And I don't want to be paying my bill each month for services I don't have.
I'm wondering if there's a solution to fixing this and if my roommate implementing her own wifi modem at the same address is possibly what caused this issue. We share the same address and our bedrooms are practically right next to each other. I don't want to disconnect her services in order to get my own back, but I'm not sure what to do, thank you.
Andyr1
Gold Problem Solver
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8K Messages
1 year ago
I think the issue could be having two accounts at the same address. If she just started hers, they may treat it as if you had moved out and she moved in. You will need to contact Comcast more directly. This is mainly a user-to-user forum, with some Comcast oversight. You will need to contact them for anything personal.
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EG
Expert
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110K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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EG
Expert
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110K Messages
1 year ago
@user_4nwhjv
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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XfinityBillie
Official Employee
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3.3K Messages
1 year ago
@user_4nwhjv It likely was caused by your roommate setting up services. I'm happy to take a look and confirm, as well as see what the best option would be moving forward. Please send us a DM to Xfinity Support with your full name and address to get started.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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user_f6aaxq
2 Messages
1 year ago
I am having this same exact problem and I don’t know what to do except I didn’t move in with someone else I just loved addresses and the account is still paired with the old address even though yesterday I went to pay my bill and gave them my new address
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