sellyim_45's profile

New Poster


2 Messages

Fri, Aug 21, 2020 8:00 AM

Restricted from viewing/paying account

Earlier this week, I went from prepaid internet to performance internet.
On my account page, I can see the amount, date due and status of equipment/service .
My bill is ready to be viewed and pay online, however, when I click on it, a Restricted message pops up.
It says prepaid users don't have access... then shows a link to manage my prepaid account, which obviously shows that it expired. It also gives me general prepaid info.
I would like to access my actual performance/flex account online. Thank you~


New Poster


2 Messages

9 m ago

Not a helpful Update:

Still unable to view my own account details or pay online.


I was on the phone with Comcast;  spoke with 2 different people.   

When I was being transferred for a 3rd time, the call disconnected...

The 1st guy, in Security department, was confused why it still had me listed as Prepaid even though I clearly have the Performance internet plan.  He saw it on his own monitor.  My name, address, SS# and cell all matched up and I verified my online username.  

The 2nd guy couldn't resolve it, so he was transferring me to a 3rd guy in tech, but, again, call disconnected...


I can see the amount, due date and service type (performance/flex), including my equipment, but that's it.  

Error message still pops up as restricted due to me having a prepaid plan... WHICH I DO NOT HAVE!

It expired this past Monday.  Comcast even put it in red letters that it expired and asking me to pay to renew it again... 


I'm confused and frustrated!


Official Employee


6.3K Messages

9 m ago

Hi sellyim_45, it sounds like your account will need to be migrated over to a new platform so that you can see your bill and enjoy all the other features that comes with your internet services. To get the ball rolling on this could you please send me a private message with your full name and street address by clicking on my name (ComcastAmir) and then click "Send a message"?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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