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Have you talked to an agent at 800-COMCAST or 800-XFINITY?
A few days ago I had signed up for, paid for, and installed service and a router. Then today, all of a sudden, it stopped. I went on the website through my phone and under the “users” tab it said “ This account is no longer active. Users cannot be added.” So I downloaded the app and signed in, but all it said was “You no longer have Xfinity service at this address. I just paid for it a few days ago, so unless there’s another bill I’m unaware of, I would like to know what’s going on.
Hmm, that's pretty strange. I'm sure that was a bit unnerving too. Apologies for that experience. Let's check out what's going on with your account and make sure there aren't issues with your username.
Please send me a private message with your full name for help. Just click my name (Comcast_Support) and then on the next page, you'll see an option to send a private message on the right.