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patlabor4223
1st Topic

Visitor

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2 Messages

Friday, August 28th, 2026 3:36 AM

Account no longer active

My internet went out without any notifications via email or phone. Now it says my account is no longer active. I had restarted and reset the gateway already. 

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44 minutes ago

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XfinityCarolyn

Official Employee

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386 Messages

1 hour ago

@patlabor4223 Thank you for reaching out, and I'm sorry to hear you're experiencing this issue.

To better understand what's happened, could you let us know: Are you receiving the "account no longer active" message in the Xfinity app or on the website? Have there been any recent changes to your account, such as a move, service transfer, billing update, or account ownership change? Are you able to access your account online and view the status of your services? 

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patlabor4223

Visitor

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2 Messages

I saw the "account no longer active" message from the website. I have made no changes to my account (e.g. changing service plans, moving service to an another place). I can login to my account but I cannot see what internet plan I am using. The website stated that there are no outages in my area. 

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47 minutes ago

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XfinityCarolyn

Official Employee

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386 Messages

@patlabor4223 Thanks for the update. To assist further, I need to verify and access your account. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” 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
An "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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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44 minutes ago

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