Visitor
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1 Message
Urgent: Internet disconnected despite supervisor-approved payment extension
I’m contacting you because my Xfinity internet service was disconnected in error, even though I had a confirmed payment extension approved by a supervisor.
Here’s what happened:
My original payment arrangement was for October 13.
Before that date, I contacted Xfinity through chat, and the first agent said they could extend it by 7 days.
That agent never confirmed the extension with their supervisor, and I didn’t receive any confirmation message.
I reached out again, and a second agent verified the first one hadn’t processed it. That second agent then checked with their supervisor, got approval, and assured me twice that my WiFi would remain active under the extended plan.
Despite that, my service has now been disconnected.
I Have screenshots from both chat interactions showing these confirmations. I acted based on those assurances.. It is unacceptable to give false promises.. and then say "Oh well we cant do anything about it"
EG
Expert
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113.9K Messages
3 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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1.7K Messages
3 hours ago
Hello, @user_vgzbw1 thank you for reaching out over Xfinity Forums. I appreciate all the detailed information, working from home myself I understand the importance of having your service working. With being new to the forums you may not be familiar with process, our guidelines are a great place to review to ensure your posting on the correct board to get faster support. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
Our awesome forum expert @EG was able to move this over to a board to bring this to my attention, and would like to investigate the payment arrangement futher. With having already sent the direct message, I'll follow up with you there to continue.
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