Visitor
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1 Message
Service Restore
Three Days ago my service was disconnected for a late bill. I chatted with four different agents, to get it restored, by making agreement to pay the past due balance on Feb 18th.
After another hour chat with a fifth agent my service was reactivated, and all was well.
The next day my service was disconnected again, after another hour-long chat, the sixth agent restored my service, and I was promised all was well and I would not be disconnected again.
Here we are today, I am disconnected again, but chat services have me in a loop to where I cannot reach an agent.
I have the chat logs where the agreement was accepted, and that I would not be disconnected again.
Please help, as phone and TV are dependent on the internet, and I am a home bound senior citizen.
XfinitySara
Official Employee
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2.3K Messages
1 day ago
Hello, @Dumpy32. Our team is more than happy to take a look at things and confirm whatever we can for you! Something to keep in mind is that while those previous agents had the best intentions of restoring your service and keeping it on until you made a payment, manual overrides of non-pay interruptions are often automatically cancelled by audits within our billing system.
The most simple way to confirm what you qualify for, is to check your options to either Set Up A Payment Arrangement, or to Set Up An Installment Plan. If a previous arrangement was broken (i.e. not paid in full and/or on time), the account becomes ineligible for further arrangements until the balance is caught up. I tell you this in preparation for what we might find when reviewing your account. Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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