Visitor
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12 Messages
Disappointed- disconnected internet issues
I am a long-time customer of Xfinity/Comcast. I reinstated my home internet service last Saturday (3/15/25) via the Xfinity Assistant online chat. I was advised of an outstanding balance. I was also advd and confirmed it would be due on 4/2/25 along with the new charges.
I went home, activated my existing Xfinity modem, and enjoyed service all week. I came home today and my youngest daughter advised me that the internet wasn’t working. I logged into the app only to see no mention of my internet services. I again went to chat with an online agent. I was told that my services had been ‘hard disconnected’ as of today. I received no call or email prior to me warning this may be coming.
I was transferred to an ambassador who told me that the full amount was due to restore services. I made the payment via checking account for the full amount using the link that was texted to me. This is where the my frustration truly ramped up.
After attempting to reconnect my services, my ambassador kept receiving an error message. She placed me on hold to connect with what I believe was the collections department. She was told that I would need to wait 14 days for the payment to clear before restoring services. She fought on my behalf diligently, but the representative she was connected to was unmoved.
When I asked to cancel the payment then, I was advised that I would need to contact my bank to stop payment. Despite multiple attempts, this is as far as she was able to get. When I called back, I was directed to a collection agency who stated they had sent the account back to Xfinity/Comcast on 3/17/25.
I am only upset because the payment is now in motion and will cost me to stop it. I was never told prior to disconnection that the balance was an issue that would affect my services before the bill was due.
I can no longer view my internet services in the app or online via my account. I just want to find an expedited resolution to this matter. 14 days without internet as a WFH employee is not feasible. I need to get this situation handled asap.
EG
Expert
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109.7K Messages
23 days ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityOrlandoM
Official Employee
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1.9K Messages
23 days ago
@user_c8b49d
Thanks for reaching out to us, if you have a prior balance due from a old account that's closed, our auditing team will disconnect your current account due to that past due balance that needs to be paid in order for your new services to remain active.
So you will want to make the payment that is owed for the past due prior account in order for us to reactivate your current services
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