Billing

[Hardnose07]

I am lost and confused I was told that they wouldn't be disconnecting any service do to covid 19 and now my service is suspended. I've tried calling customer service no answer

[AnnDeeQ]

They shut off mine, also.  I called customer service many times last week and got nothing resolved.  One agent told me that they had shut off many customers services so customer service lines are backlogged with calls.  

A few other agents told me the COVID thing ended June 30.  Xfinity certainly did NOT notify me that any such action would take place!  In fact, I was sent an email at the end of June telling me I was going to be put on the Assistance plan on July 1.  I never was switched and it has been impossible to get anyone to listen and resolve the matter.  

Anyone know why we were never notified?  Seems extremely deceptive to me.

[strega7]

Here's the main thread about their COVID response:

https://forums.xfinity.com/t5/Customer-Service/Comprehensive-COVID-19-Response-to-Help-Keep-American...

It does say that the no disconnect policy goes through June 30th.

I don't know what the state of the assistance plan is, but I suppose it may have gone away then as well.

[AnnDeeQ]

Their response is no good if they don’t send it to you, and/or send you conflicting information—which they have done!