Hello Evelynac787. Thank you for joining the Xfinity Forums and for creating your first post. Apologies for any frustration caused by our COVID19 response (found here https://xfin.tv/2xbEPFU). I would like to help review your account and check to see what options we may have available to help. Please send me a private message and include your full name so I can assist you. You can click my name (ComcastJoeTru) to view my profile and send me a private message. Click "Send a private message" and private message me.