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Re: Need Payment Extension Do To COVID19

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Regular Visitor

Re: Need Payment Extension Do To COVID19

@ComcastTeds 

 

I will be needing an extension to pay my $300+ monthly bill too. Most likely for more than this month, unfortunately.

 

Is there any other way this can be handled other than changing the payday up by 30-days? I have been furloughed and have no income for the unforeseeable future.

 

Not sure how much in fees I've racked up to date, but I'm sure there will be more to come. I don't think I've missed a payment in the 20-years I've been a subscriber.

 

Any help would be appreciated.

 

<removed account information> 

 

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Official Employee

Re: Need Payment Extension Do To COVID19

@FuzzyNJ 

 

Sorry to hear this news. 

 

We understand that Xfinity Internet and Xfinity Voice services are critical for connectivity, so for a limited time we will not be suspending these services for any customer not able to pay their bill.

 

We know your Xfinity service is critical at this time and we want to make sure you remain connected. If you have been impacted by quarantines or closures and need more time to pay your bill for Xfinity TV, Internet, Home or home phone services:

  • Log into xfinity.com/myaccount
  • Select Billing, then Bill and Payment Settings
  • Click on Schedule a Payment
  • Then go to Payment Date and choose a new due date

If you need more help, you can chat with the Xfinity Assistant. Or, report an issue online if you believe your payment was misapplied (or is missing).

 

More info here: https://www.xfinity.com/prepare

 

I have applied a credit to your account as a courtesy.  Thanks for your patience. 


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New Poster

Re: Need Payment Extension Do To COVID19

Did you get an extension ? Because they won't do anything for me after 13 years of paying 250 a month.
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Official Employee

Re: Need Payment Extension Do To COVID19

@alf253   Payment arrangements are available.  Your services remain on. 

 

To clarify, I can confirm that your monthly rate is about $234 a month. (not $250).  

 

You can see how to view your monthly statements at the link below to review how much is actually paid on your bill each month.  

https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill

 

I have reversed any late fees incurred on your account over the past 24 months and an additional loyalty credit as a courtesy. I hope that helps. Hang in there. 

  

We know how important it is to stay connected, especially during an unprecedented time like this. Although your bill payments are overdue, we have pledged to keep you connected during this difficult time.

 

We've developed the Xfinity Assistance Plan. The Plan enables you to continue to receive Xfinity Internet service for a lower price. The Plan also ensures that you won't accrue large outstanding balances during this difficult period. The Plan is described below and will be in effect until at least May 13, 2020. Please know that you will not be disconnected during this time.

 

Please note that, if you have Xfinity TV services, they are not included in the Xfinity Assistance Plan and will be suspended unless you pay your past due balance. If you have Xfinity Mobile or Xfinity Home services, neither will be suspended during this time, although your Xfinity Home service may be diminished. You'll still be able to arm and disarm your system and use your cameras to monitor activity.

 

Any Xfinity Internet service will be transferred to the Xfinity Assistance Plan in the next couple of days. The Plan will appear as "Xfinity Assistance Plan" on your next bill with a charge of $14.95 per month.

 

Here's what the Xfinity Assistance Plan includes:

•Xfinity Internet at the speed of 25/3 Mbps

•No Xfinity Wireless Gateway rental charges

 

Once your past due balance is paid, your prior Xfinity services will resume. Please be aware it may take up to 48 hours for all of your services to be reactivated, and there will not be a reactivation charge. We'll let you know when the Xfinity Assistance Plan ends. When it does, you must pay all of your past due balances to maintain your services and avoid disconnection.

 

If you prefer to discontinue your Xfinity service, please visit xfinity.com/support/cancel-service.

 

We hope the Xfinity Assistance Plan offers some relief during these uncertain times. Visit xfinity.com/prepare for answers to frequently asked questions about how we're handling the COVID-19 pandemic and tips to optimize your home network.

 

To schedule a payment or see your billing details, go to My Account at xfinity.com/myaccount.


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Need Payment Extension Do To COVID19

@ComcastTeds 

 

The soonest I can make the payment on my account? I used the procedure you suggested and scheduled my payment for thr 6th of July (6 days from now). Will this keep my services on? I am a mother of 6 and they need the TV and internet as they can't go anywhere due to this virus. They'll go crazy without it! 

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Official Employee

Re: Need Payment Extension Do To COVID19

@BWesley1450  Thanks for reaching out here. I was able to review your account and your services are currently set up through July 18th based on your recent payment arrangement for July 6th.     

 

As a courtesy, I have credited back any late charges incurred over the past 22 months plus an additional credit for your loyalty. I hope that helps. Thanks for your patience and hang in there.  


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Need Payment Extension Do To COVID19

How or who do you ask to request payment extensions?
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Official Employee

Re: Need Payment Extension Do To COVID19

@MummifiedMum 

 

We know your Xfinity service is critical at this time and we want to make sure you remain connected. If you have been impacted by quarantines or closures and need more time to pay your bill for Xfinity TV, Internet, Home or home phone services:

  • Log into xfinity.com/myaccount
  • Select Billing, then Bill and Payment Settings
  • Click on Schedule a Payment
  • Then go to Payment Date and choose a new due date

If you need more help, you can chat with the Xfinity Assistant. Or, report an issue online if you believe your payment was misapplied (or is missing).

 

More info here: https://www.xfinity.com/prepare

 

I have applied a credit to your account as a courtesy. I hope that helps. Thanks for your patience.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!