Closed Account – Need Payment/Installment Plan and Help Restoring Service

Hello,

I am looking for assistance from someone who can actually review my account and help me establish a plan to resolve my outstanding balance and restore my Xfinity services.

My account was recently closed due to nonpayment. My actual past-due service balance is approximately $1,110.33. My online account is now showing a balance of approximately $2,057 because additional equipment charges were added when the account was closed.

I recently made a $100 payment toward the account. I am not asking for my balance to be waived. I fully intend to bring the account current.

I am a disabled veteran and recently experienced a significant hardship that caused me to fall behind on my household bills. I am now working to get everything caught up. I will have the ability to begin making substantial payments on September 1, 2026, and I am willing to enter into an installment plan or other formal payment arrangement for the entire amount owed.

I contacted regular customer service, but I was only told that because the account is closed, I have to pay the balance and then reapply for service. I am hoping someone from the Xfinity Corporate/Digital Care Team can actually review the account and determine whether there is an option to establish an installment/payment agreement, address the equipment charges associated with the closed account, and provide me with a clear path to having my service reinstated in early September.

I am not trying to avoid my financial obligation. I want to pay Xfinity and remain an Xfinity customer. I just need someone who can work with me to get the account back on track.

Could an Xfinity representative please assist me with an account review and payment options?

Thank you.

Responses

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XfinityAdrienne

Official Employee

•

2.2K Messages

7 days ago

Hey there, @user_ah3uc6! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with your services, and the hardship, I know it can be very frustrating. I know having active services are so important to stay connected. We do have a few options with our repayment plans and payment arrangements, have you explored any of those options? You can find the repayment options here and payment arrangement options here. Please let us know if you have any other questions/concerns, we are here to help!

user_ah3uc6

Visitor

•

2 Messages

Thank you for responding. I believe my situation may have been misunderstood.

My account is already closed for nonpayment. I am not trying to prevent a suspension or interruption of active services, and the standard payment-arrangement links you provided are not addressing my situation because I no longer have an active account eligible for those options.

During the period when those options would have been available to me, I was receiving inpatient medical treatment for approximately 60 days and was unable to manage my account and household bills normally. By the time I was able to begin addressing everything, the Xfinity account had already been closed.

I am now trying to resolve the closed account responsibly. I am not asking Xfinity to forgive what I owe. I want to pay the past-due service balance, address the equipment charges that were added when the account was closed, and establish whatever repayment/installment arrangement may be available so that I can eventually have Xfinity service again.

I will be in a position to begin making payments September 1, 2026.

What I am asking for is an individual review of my closed account by Xfinity Support/Digital Care, Billing, Collections, or another team that can handle a closed account and financial hardship, rather than being directed back to self-service options that are no longer available to me.

Could you please help me with that review or allow me to provide my account information privately through Direct Message?

7 days ago

XfinitySean

Official Employee

•

874 Messages

Thanks for the clarification, user_ah3uc6! If the account was put into a hard disconnect, we unfortunately wouldn't be able to restore services until the balance is fully paid off, and there isn't a payment plan available in those instances. That said, we can absolutely look into any other avenues we might have available to help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

How to: Direct messaging within the forum

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7 days ago

Billing

user_ah3uc6

Closed Account – Need Payment/Installment Plan and Help Restoring Service

XfinityAdrienne

user_ah3uc6

XfinitySean

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