I_Am-9's profile

New Poster

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10 Messages

Sat, May 7, 2022 6:11 PM

My Internet Works - but once I sign into my account is says my services are disconnected and my account is not active?!

Xfinity Mobile – Added a line without my consent, messed up my bill, still waiting for a resolution.

Xfinity – Internet/Flex – requested a credit balance be refunded to me, received e-mail confirmation.

For the last 72 hours-  my Internet is still working, and I can log into my account – however – it shows:

This feature is unavailable

Your Xfinity services are disconnected. When I view users. This account is no longer active. Users cannot be added.

Multiple contact to reps has proved futile – staff is incompetent and obtuse.  

They fluff you to death with irrelevant responses, and ask dumb questions. How am I in a chat session from Billing to Tech back to Billing- and they ask stupid questions like ‘what is your complete name’ – um duh.

I literally started off the chat “MY INTERNET SERVICE IS STILL WORKING – I CAN LOG INTO MY ACCOUNT -  however once I log in, it says services are disconnected/account no longer active – I Am unable to see my internet service – just my Flex service.

18 minutes later – she says “As I can see your services are still active,  just to confirm you are not able to use the internet?”

SMH – you can’t make this up. It’s like they are trained to ask <EDIT: Language> questions. Why is the reading comprehension so poor in that country?

Then she tells me she is billing, needs to send to tech, but don’t worry they can see the chat history – the next Agent – asks me for my complete name – <EDIT: Language> – smh a JOKE – I tell them to READ the chat history – I provided name, account number, and address without even being asked. She insists I need to repeat myself. So I copy and paste the entire previous chat history. She (Tech) sends me back to Billing – who asks for my name <EDIT: Language> ahaha says she can only see chat history from TODAY – yet the last 23 minutes are a blank…right.

Official Employee

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494 Messages

5 m ago

Hello @I_Am-9, thank you for reaching out to us on our community forums. I truly understand how critical it is to be able to manage your internet by signing in. In my home we depend on our internet for work and online schooling, I'd personally be concerned if the app showed my services were disconnected.

 

Please send us a direct message with your full name and full address. We'd love to take a further look at this issue. We'd also like to take a further look at the mobile line being added without your permission. 

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

 

See https://comca.st/3KQF8q9 for an example.

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