Billing help!

I really need some help here. My past due balance is way too high and I cannot afford it. I am a student, I work from home part time, and things are a little tight right now. I have tried going through the steps to get on an installment plan, but the option never shows up for me. I really need my services to do my homework and to continue working. Anything would be helpful, thank you!

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XfinityDilary

Official Employee

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2.5K Messages

11 days ago

Thanks for reaching out to our Community Forums, user_c453d1. I'm sorry to hear about your situation, and we’d love to explore what options might be available to help. Just to set expectations: we’re unable to set up installment plans directly through this platform. To enroll in an installment plan, you’ll need to visit xfinity.com or use the Xfinity app. If you're eligible, the payment plan option will appear once you sign in. While we can’t create a plan from here, we can check to see if you're eligible for a payment arrangement to help prevent service interruption if needed. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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user_c453d1

Visitor

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6 Messages

2 days ago

I made a post the other day about trying to get onto an installment plan. Support put a ticket in for me and I should have heard back by now, but I have not. When I tried to speak with an agent about what I was going through, they suggested that I switch providers for now until I can pay my overdue balance. I don't find that very professional at all. I am trying my best, but it's hard with the financial hardships I have been through, plus with my mother's health. I really do not know what else to do.

Note: This comment was created from a merged conversation originally titled Ticket and Customer Service Issues

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user_c453d1

Visitor

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6 Messages

I would like to add that the next agent I spoke with said that he would raise my request with support and that I should get a confirmation email in 2-3 hours. I never got one. He reassured me that the higher team would approve my installment plan, but I do not believe that that is happening. My services will be suspended and there is just no way I can pay what is owed. I am still baffled that the last agent told me to switch providers lol I didn't think that was part of the rules.

9 days ago

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XfinityJustinC

Official Employee

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1.6K Messages

2 days ago

@user_c453d1 thank you so much for your time working with me, I found your other post and merged it here to have it all in one place. I'm glad that the installment plan was able to get applied, and found a new promotion that works for you. We're available 7 days a week between 6am - 1am ET for employee support here over Xfinity Forums as well as Reddit if you use that platform. It was pleasure working with you, have a great rest of your day.

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Billing

user_c453d1

Billing help!

XfinityDilary

user_c453d1

user_c453d1

XfinityJustinC

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