Visitor
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1 Message
Billing Overlap & Delayed Disconnection
Hello Xfinity Support Team,
I need urgent assistance to resolve a severe billing overlap and pending disconnection issue between my account and the tenant's new account.
Here is the timeline and the issues we are facing:
- Old Account Disconnection Request: I requested to cancel my Internet service on 9/13/2026, and recieved an email from Xfinity to state that Xfinity recieved my cancellation request and is on it on 9/14/2026. The agent provided me with an order number of the cancellation request. I use an owned modem, so there was no equipment to return.
- Current Status of Old Account: Today (October 11th), the portal still shows my account status as "Pending Disconnection". The system generated a red balance of $150.00, but under upcoming charges, it shows a credit of -$142.33 (Services Removed).
- The Conflict (Continued Usage): Because the disconnection has been pending and the signal was never physically cut off by Xfinity, I have been using the internet under this account for the past month. I am worried that the system will erase my -$142.33 credit and double-charge me for this overlapping month.
- New Account Auto-Billing Issue: My husband opened a new Xfinity account to seamlessly take over the service. However, because the old account remained active, his new service was never activated and zero data was used. Despite this, his new account has already started billing us for the past month due to the auto-activation window.
What I need help with:
- Complete the physical and system disconnection of my account, and ensure my final balance strictly reflects the September 13th cancellation date (with the -$142.33 credit honored).
- Apply a prorated credit/refund to my husband's new account for the past month since the service was never activated or utilized.
- Help us transition our owned modem's MAC address to his new account so we can officially activate it today without further issues.
I have both account numbers and the original cancellation order number ready. Please send me a private message so I can provide the account details securely.
Thank you so much for your help!
EG
Expert
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122.2K Messages
6 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJohnG
Official Employee
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3.3K Messages
6 days ago
Thank you for reaching out to our team here. You have definitely found the right team to look into any billing question. I will be happy to take a look at the account from here. In order for me to do that I will have to ask you to send me a direct message with the full name and complete address for your service. To send a direct message.
Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
How to: Direct messaging within the forum | Xfinity Community Forum
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