Visitor
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2 Messages
paying off device after deactivated mobile service
I have been to two stores that have told me they can't help me with paying off the device because my line is deactivated. I am also unable to pay the device off through the app or online because "my line is deactivated". The store told me to call the 1800 line to do it. I have been on the phone with countless departments for 2 hours, just trying to pay off the device and no one seems to be able to help me. The 1800 number is telling me to go to the store. I JUST NEED TO PAY MY OUTSTANDING BALANCE ON A DEVICE!! I don't understand how this is so hard.
XfinityJeff
Official Employee
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1.3K Messages
4 days ago
Good morning @user_m21dhh, and thanks for reaching out to us on the Xfinity forums with your issue, I hope this message finds you well. I am sorry to hear you are having issues with paying off the balance on the phone, but you have come to the right place for assistance with this. Could you please send our team a direct message with your full name and full address?
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• 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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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