Xfinity disconnected my service for a previous bill at my address

I need this escalated urgently. I am being told I must physically visit an Xfinity store to resolve an address-related restriction, but I do not drive and cannot reasonably make that trip.

I work from home and have already lost half a day of work because my residential internet was disconnected without notice.

I am also a parent with children at home who depend on internet access for their schoolwork. I had to purchase a $10 NOW WiFi Pass just to get back online for work. That pass only allows two devices at a time, which means my children cannot access the internet for homework while I am working.

I established a brand-new Xfinity account two years ago, have maintained continuous service, and my account was current when it was disconnected. I paid $87 on November 9.

The alleged 2016 debt was identified as belonging to my apartment address, not to me personally.

I am requesting that Xfinity open a Serviceability ticket and allow me to submit my lease, identification, payment history, and other proof of residency electronically.

I cannot be required to spend half a day traveling to a store when this issue can be investigated by the appropriate department.

Please escalate this to someone who has the authority to restore my residential internet service. This is affecting my employment and my children’s ability to complete their schoolwork.