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keeping us connected

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New Poster

keeping us connected

im laid off and collecting unemployment, i have a mortgage,car payment and other bills, imagine my surprise when my son woke me up this morning saying the cable was off and yup comcast disconnected me, so i had take what little money i have in the bank to get turned back on, thanks comcast really appreciate that.

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New Poster

Disconnected

So if you say you care about the community during this time why are you disconnecting people who are laid off and waiting on unemployment, please explain.

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Expert

Re: Disconnected


@Brass860 wrote:

So if you say you care about the community during this time why are you disconnecting people who are laid off and waiting on unemployment, please explain.


As I explained to your post here, your cable tv was disconnected but not your Internet.

 

You might want to read from the following:

https://www.xfinity.com/prepare


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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New Poster

Re: Disconnected

my internet was turned off this morning so dont tell me it wasnt, no wifi or internet acess.

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Official Employee

Re: keeping us connected

@Brass860 

 

We are not turning off internet and voice services.

 

I've gone ahead and credited back any late fees incurred over the past 22 months and also provided an additional credit. I hope that helps. Hang in there.

 

Our official and in place active response is listed at the link below . We have automatic processes in place to stop automatic disconnections of internet and voice services due to nonpayment.    

https://www.xfinity.com/prepare

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).

 

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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