Internet down during critical work hours

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Greetings, @user_6x6vtl! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance.

Under normal circumstances, any time an account is placed on a temporary suspension like this, your modem will be reprovisioned with a special "walled garden" boot file that blocks out any Internet traffic. As soon as the account is brought current, your modem is supposed to be reprovisioned with an active boot file, but sometimes that provisioning does not go through, especially if there was a service interruption in your area at the time. The good news is, this is usually very easy to correct.

If you could please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.