ninat1's profile

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Sat, Jan 2, 2021 7:00 AM

Service is disconnected on a self install

I signed up for Xfinity internet service today. I went through the steps outlined in the Xfinity app on how to do a self-installation. After about 20 minutes of unplugging and plugging back in, the app said my modem was online. I connected it to the router and began browsing the internet no problem. I changed the router settings and password, and now the app says my modem is offline.


My service was activated a minute ago and I was on the internet, but now it says my service is not active.


On the Bill Pay page of my account, it says that automatic payments will pay my next bill and that my services are currently disconnected.


Looking for assistance, as I'm almost out of personal hotspot data,



Official Employee


2.7K Messages

5 m ago

Hello, @ninat1! Welcome to the Xfinity Forums.

We really appreciate you signing up with us and I'm sorry to hear that there was a bit of a speed bump! I would love to look into these issues for you, so please send me a private message with your first and last name, as well as your service address so I can assist. 


 To send a private message, click my name "ComcastTambrey", then click "send a message".

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