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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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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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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.


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New Poster

Re: Need Payment Extension Do To COVID19

I need an extension on my bill. I have had issues since my service started with the cable box freezing up and the internet dropping. I was told that someone would look into the issue and issue me a credit. I have been out of work for a while due to the COVID-19 and I need my internet for my children who do homeschool. Please help.
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Official Employee

Re: Need Payment Extension Do To COVID19

@SamSympson 

 

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

 

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


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Regular Visitor

Re: Need Payment Extension Do To COVID19

Hi,

I have been out of a job most of this month because I was tested for COVID19, and I was place on an leave from my work place for about 2 1/2 weeks. Although I just returned to work this week, I need a payment extension please. I have been struggling financially this whole month, my service is at risk for disconnection. I also have been having some mental health issues that have come up which has made work challenging but I am working on those issues. Can someone please take a look into my account and see if there is anything that you can due to help someone who is struggling to put food on my families table due to this pandemic.
I was also furloughed from my part time job as an Emergency Medical Technician, which is also lost income for me.
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Official Employee

Re: Need Payment Extension Do To COVID19

@Bkrehely 

 

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.
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New Poster

Re: Need Payment Extension Do To COVID19

Need a extension
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Official Employee

Re: Need Payment Extension Do To COVID19

@Kesha1977 

 

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.


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New Poster

Re: Need Payment Extension Do To COVID19

@ComcastTeds
I will be needing an extension to pay my 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.
I have currently been shut off, even though the xfinity site claims that they will not shut us off.....
Not sure how much in fees I've racked up to date, but I'm sure there will be more to come.
Any help would be appreciated.
* edit: apparently my monthly rate was also hiked by almost $30 / month.... this is completely unacceptable and ridiculous...
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Official Employee

Re: Need Payment Extension Do To COVID19

@Ccain9182 

 

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.

 

Your account is showing as eligible for a payment arrangement:

  • 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

 

Looks like your promotional discount rate expired. You were receiving a $29.96 monthly discount on your package.  

 

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


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New Poster

Re: Need Payment Extension Do To COVID19

Good morning. I need a payment arrangement /extension to keep my tv and internet services on. Scheduling a payment does not secure our services. My husband and I have not worked in the past two months and need help. We also have 3 young children. I've been a customer going on 10 years.
Thank you
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Official Employee

Re: Need Payment Extension Do To COVID19

@nattsewell 

 

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement. 

 

As a courtesy, I have credited back any late charges incurred over the past months plus an additional credit for your loyalty. I hope that helps in making the overall balance due more manageable.

 

Thanks for your patience and hang in there.


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New Poster

Re: Need Payment Extension Do To COVID19

Can I get a payment arrangement?
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Official Employee

Re: Need Payment Extension Do To COVID19

@rdavison20 

 

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement. 

 

As a courtesy, I have credited back any late charges incurred over the past months plus an additional credit for your loyalty. I hope that helps in making the overall balance due more manageable.

 

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

Hi, I have contacted support multiple times over the past days requesting a payment arrangement be set for 8/21/2020. That is the soonest I can pay the balance owed. I have been a Comcast customer for over 3 years and the bill is paid each month. Without Internet access my kids are unable to do their distance learning. Can you please reinstate my services and provide an arrangment for 8/21/2020 and the balance will be paid as requested. You can see I have a history of payment arrangements which all have been paid on the 21st or 22nd of each month. 

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Official Employee

Re: Need Payment Extension Do To COVID19

@mjlatt1 

 

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement.

 

As a courtesy, I have credited back any late charges incurred over the past months plus an additional credit for your loyalty. I hope that helps in making the overall balance due more manageable.

 

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

Thank you so much! Your a blessing
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Official Employee

Re: Need Payment Extension Do To COVID19

@rdavison20  Glad we were able to help. 


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New Poster

Re: Need Payment Extension Do To COVID19

account since 1999.  Never been disconnected for non payment.  Refused to give me a payment arrangement.  Company is horrible.    I'm looking to get out from them.  

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Official Employee

Re: Need Payment Extension Do To COVID19

@JustMe1012 

 

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement.

 

As a courtesy, I have credited back any late charges incurred over the past 24 months. 
I hope that helps in making the overall balance due more manageable.

 

Thanks for your patience and hang in there.


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New Poster

Re: Need Payment Extension Do To COVID19

When I go to schedule the payment past the due date- it says That the payment is scheduled after the due date and please pay Bill before then- will i be charged a fee/ service interruption?

I dont understand how to get an extension Due to COVID19
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Official Employee

Re: Need Payment Extension Do To COVID19

@Bdahz2020  Apologies, your bill isn't due until 8/26. 

 

We've gone ahead and waived the current month's Internet Essentials bill as a courtesy. Thanks for your patience and I hope that helps.      


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New Poster

Re: Need Payment Extension Do To COVID19

I have an account with Xfinity as well as Xfinity mobile and I am just now going back to work so I will need a little more time paying both bills. Is there anything more than just the extension that can help?
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Official Employee

Re: Need Payment Extension Do To COVID19

@ajbdancer16 

 

Your account is showing as eligible for a payment arrangement:

  • 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).

 

As a courtesy, I have credited back any late charges incurred over the past 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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Regular Visitor

Re: Need Payment Extension Do To COVID19

I will need a another extensions, as I lost my job completely due to COVID19, completely, and I just started working full time for a new company I literally just started last week, can you please help me, I haven’t had much luck this year with this COVID19, and at one point I was being tested for possible COVID19 twice, please please please I am sorry, I didn’t want to get terminated from my employment, and it took a while to find another job during this very during times. I am literally crying writing this message, I know that you guys helped me once and that was before I was terminated but I still need assistance please.
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Regular Visitor

Re: Need Payment Extension Do To COVID19

Or can we please switch my plan to internet only for the time being, as that is the most important thing right now. I should be able to pay 200 in a few weeks
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New Poster

Re: Need Payment Extension Do To COVID19

I am having the same issue! They told me there is nothing they can do to help me!
Highlighted
Official Employee

Re: Need Payment Extension Do To COVID19

@Bkrehely 

 

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement.

 

As a courtesy, I have credited back any late charges incurred over the past 2 months. 
I hope that helps in making the overall balance due more manageable.

 

Also, I have asked our team to reach out to you directly to present some options on packaging and pricing that may better meet your needs.  

 

Thanks for your patience and hang in there.


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Official Employee

Re: Need Payment Extension Do To COVID19

@Bkrehely  Understood. 

 

As mentioned, I have asked our team to reach out to you directly to present some options on packaging and pricing that may better meet your needs.

 

Thanks for your patience and hang in there.


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New Poster

Re: Need Payment Extension Do To COVID19

How much is my credits? Anything will help me especially with the way my finances are with COVID
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Official Employee

Re: Need Payment Extension Do To COVID19

@brijj0506  

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement.

 

As a courtesy, I have credited back any late charges incurred over the past months plus an additional credit for your loyalty. I hope that helps in making the overall balance due more manageable. 

 

Those credits will post overnight and be available to view in My Account. 

 

Thanks for your patience and hang in there.


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Official Employee

Re: Need Payment Extension Do To COVID19

@brijj0506 

 

As a courtesy, I have credited back any late charges incurred over the past months plus an additional credit for your loyalty. I hope that helps in making the overall balance due more manageable. 

 

Those credits will post overnight and be available to view in My Account. 

 

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

I would greatly appreciate a payment extension on my account. Like most people, our finances have been affected by COVID-19. I'd be able to pay the full balance 10/1. Is it possible to extend our payment so that we are not disconnected? Thank you for your help.

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Official Employee

Re: Need Payment Extension Do To COVID19

@jswann11 

Apologies for the issue and the experience that you described above. Your account is showing as not eligible for a payment arrangement.

 

As a courtesy, I have credited back any late charges incurred over the past 24 months plus an additional credit for your loyalty. I hope that helps in making the overall balance due more manageable. 

 

Those credits will post overnight and will be available to view in My Account. 

 

Thanks for your patience and hang in there.


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New Poster

Re: Need Payment Extension Do To COVID19

Thank you so much! You are amazing!

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Regular Visitor

Re: Need Payment Extension Do To COVID19

Need payment extension due to covid 19 please.
My payment is due today the 5th, but I set up a automatic payment to pay it the 15th of September because of the pandemic its been hard, is it okay to pay on the 15th and not get charged a late fee?
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Regular Visitor

Re: Need Payment Extension Do To COVID19

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Regular Visitor

Re: Need Payment Extension Do To COVID19

Re: Need Payment Extension Do To COVID19
Need payment extension due to covid 19 please.
My payment is due today the 5th, but I set up a automatic payment to pay it the 15th of September because of the pandemic its been hard, is it okay to pay on the 15th and not get charged a late fee?

@ComcastTeds
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New Poster

Re: Need Payment Extension Do To COVID19

Hi i also need an extension due to covid, have been able to keep up somewhat until this point but recently just got to be too much as extra and saved money has dwindled down, any help still available at this point? I see i can do an extension until 9/24 at the lastest but so far i will only be able to come up with payment by that following monday when i expect a direct deposit to go through. Any info would be greatly appreciated as i am really trying to not have service disconnected over a few days if possible
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Official Employee

Re: Need Payment Extension Do To COVID19

@acuriel Apologies for the delay in responding. Looks like your account is current with a credit showing on the account. A recent payment was made on 9/6.   


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Official Employee

Re: Need Payment Extension Do To COVID19

@Kedzmeno 

Your account is showing as eligible for a payment arrangement:

  • 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).

 

As a courtesy, we have provided a credit on your account for your loyalty. I hope that helps.

 

Thanks for your patience and hang in there.

 


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New Poster

Re: Need Payment Extension Do To COVID19

This is patently false. You turned off my Internet today because I was unable to pay a bill for services that were not rendered until 3 Septemeber, yet you billed me from July forward.

 

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Official Employee

Re: Need Payment Extension Do To COVID19

@MassapeaquaNY 

 

Apologies for the issue and the experience you described above. Thank you for your service to our country. 

 

The conditions presented at the beginning of this thread (from April) are no longer valid in September. 

 

As per your other thread in the forums, it looks like you have multiple accounts with us. 

 

I've asked a team member to review and work with you to make this right in that thread. 

 

I have applied a credit to your account as a courtesy. (the account associated to the e-mail that you used for this post) .  

 

Apologies again and thanks for your patience. 

 

 

 

 


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