"Account Inactive"

My account has been deactivated suddenly and I am unable to access the internet or view the bill, I cannot make any changes to account either because it says "

"Looks like you can't make changes to this plan.

Please contact the account owner to continue.

"

Please help me resolve this, its been just 2 weeks since I activated the services, the customer care helpline doesn't connect to an actual person, and the XFinity assistant won't resolve and keep repeating the same answers.

Responses

XfinityJustinC

Official Employee

•

893 Messages

1 year ago

Hello, @josyula. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance. When accounts are disconnected, you do lose access to account information when logging in online or through the Xfinity App.

I definitely want to investigate the account deactivation for you, especially if this wasn't something you had requested. Since I will need to gather some information to locate an account and don't want to discuss that in our public conversation. Please send a DM:

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

5

0

U

user_qhiv64

2 Messages

I just received new service and they deactivated it before I could even activate it and I'm having the same exact problem

(edited)

1 year ago

0

U

user_nnc4cr

1 Message

same here, it only worked for 30 minutes before the modem broke.

1 year ago

0

XfinityJohnG

Official Employee

•

1.3K Messages

Thank you for reaching out to us here @user_nnc4cr. I would be happy to look into any service issue from here for you. Could you send us a direct message with the full name and complete address for your service?

To send a direct message [private message]:

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

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 a reply as the Accepted Answer. tick

1 year ago

0

U

user_wx7n6b

1 Message

This also is happening to me. :/

1 year ago

0

XfinityDena

Official Employee

•

2.6K Messages

@user_wx7n6b

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (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

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 a reply as the Accepted Answer. tick

1 year ago

0

S

SickofX

1 Message

11 months ago

This has been happening to me for the whole 2 weeks I've been with Xfinity. I've had to contact them daily and I'm ready to cancel all of my services because no matter what they do, it happens every day. I get assured that it will be fixed permanently and I won't have this problem again but it happens again.

1

0

XfinityBenjaminM

Official Employee

•

1.6K Messages

@SickofX Hello! Thank you for reaching out to us here on our Community Forum. We are very sorry to hear that you're still having trouble. Please send us a Direct Message with your full name and address so that we can investigate this further. Here are instructions on how to send us a DM in case you need them:

Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (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

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 a reply as the Accepted Answer. tick

11 months ago

0

Sign-In and Account Management

josyula

"Account Inactive"

"Looks like you can't make changes to this plan.

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XfinityJustinC

user_qhiv64

user_nnc4cr

XfinityJohnG

user_wx7n6b

XfinityDena

SickofX

XfinityBenjaminM

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