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user_jcr2l8
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2 Messages

09/03/2026 10:12 PM

My Internet was disconnected for nonpayment. I paid it but now none of the smart TVs or streaming devices in my house can get Internet.

Has anyone else experienced this? I troubleshooted with customer service but nothing (disconnected and reconnected devices/modem, forgetting the Wifi on the device and setting it up again, etc.) worked. I scheduled a technician to come out but would really like to handle this ASAP. The smart TVs say "Not connected to Internet" even though they are connected to the Wifi. It works fine on tablets, phones and computers.

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2 days ago

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XfinityMarcus

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2.4K Messages

4 days ago

user_jcr2l8 thank you for using the Xfinity Community Forums page to reach out today. I understand that you have had your service impacted due to a billing issue and now after resolving the billing it is still not working. Let's see what we can do to assist you with this. Firstly, are the TVs the only devices no longer working and are they both from the same specific brand?

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user_jcr2l8

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@XfinityMarcus​ Yes. A Roku smart TV, a Roku ultra, a Roku express, a firestick and an Xfinity security camera are the only devices no longer working. But the smart TV and the security camera were not even connected to the internet when it went out so it's a bit confusing. I purchased a new security camera unrelated to Xfinity when the security camera stopped working because it was imperative that I had it that day and it connected to the Internet fine.

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2 days ago

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XfinityMarcus

Official Employee

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2.4K Messages

user_jcr2l8 let's see what we can do to address these devices' functionality with you. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.
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2 days ago

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