Unexpected inactive account without warning

I've been an Xfinity customer living at the same address for many years and really loved the plan and services that I was having. But then, due to sickness, and work situations, I fell behind on the payment schedule and the agents I chatted with were nice to issue some extensions, but then the bill got too high, and they performed a lot of soft disconnections. Well, a week ago, on May 21, 2023, I got another soft disconnection and I initiated a request for a last-time consideration for an extension. So, the agent I communicated with, then stated that even with the extension, the daily disconnections would still occur and instead, after speaking to his supervisor, they said I can just sign up for a new account with a two-year promotion and the previous balance would be wiped away or would not be relevant to the services that I would be getting, at the same address that I have lived at for many years. And so, I said yes, to the new offer, and the agreement that they sent to my email was accepted the next day, service was activated to a new account with the same devices that I was previously using, but then I got a notification that new equipment was coming in UPS shipping, which arrived a few days after this change occurred. Surprisingly, without warning today, my service was disconnected and the access to the Xfinity Assistant and website was changed and restricted. I could not see what was happening. The due date for the bill on the new account was not expected until June 16th, but my service was disconnected today.

I attempted to troubleshoot and conduct an analysis on my own, but it was clear, that it was not on my end but from the service provider. I got a hold of a chat agent, the first time who said that they resent a signal to my modem and that internet access would return in 30 minutes, that did not happen, so I called, and the auto attended also initiated a restart on my modem and did not indicate anything about disconnection occurring or the account being inactive. After that, I got through to another chat agent, who proceeded to inform me that my account was hard disconnected due to the previous account balance, which I was told by the billing agent who suggested the new changes to me, and said would not happen. I made a payment on the new account that would have been due on June 16th, in good faith, but that was not going to be of any use, because right after I did that, I was told that my old account and new account were sent to the Collection department, which means according to the agents, in the billing department and technical support department is restricting them from restoring any service. The bottom line, as one agent said in the chat, is that my home address is not serviceable. That was very brutal to hear, but if the agent who chatted with me and lead me on that day, had not said or offered me that new service, with what he promised, I would not have gone that route. I am disappointed, as of now my service is no longer working. I lost a full day of productivity, was not warned, and was not even offered a response to why the agent, did what he did. I had internet service and Basic Choice that I just signed up for last week and I did not move anywhere. Just be careful, after all my customer appreciation with this company, it was a blow to go through this. I am not sure what they will do or what they can do, because my service is still out.