Visitor
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1 Message
Federal employee trying to pause/cancel Now Internet due to impact of government shutdown
I am a federal employee excepted- status impacted by the government shutdown, meaning we are required to work but will not be paid.
I am a federal employee excepted- status impacted by the government shutdown, meaning we are required to work but will not be paid.
I started to contact Xfinity in order to see if I could pause/cancel my internet until the government reopens and we receive our pay.
After many attempts online and on the app, I was not able to cancel nor pause. I spoke with agents who told me Now services were a different number, and rerouted. Then told it could only be done online (which did not work). This happened during my breaks all last week.
Yesterday evening, I received some funds and Xfinity charged my account. I immediately contacted xfinity to rectify this, and was on with support until 11pm. An agent named Willem stated the refund would be issued in the morning and provided a ticket number.
This morning I received an email that my ticket was closed and the refund denied.
Upon calling customer service, I was told I was going to be transferred to a refund resolution team. This was a third-party who said they only dealt with cards, not with refunds. I was then rerouted back to the main helpline.
I am beyond frustrated and upset. I am on very limited funds and have provided official documentation indicating my position due to the impact of the government shutdown.
EG
Expert
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114.8K Messages
2 months 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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XfinityAdrienne
Official Employee
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1.7K Messages
2 months ago
Hey there, @user_ggbg0a! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience, and I do hope you and your family the best during the trying times. We would be more than happy to look into the account with you and share any details regarding the ticket. Can you please send us a DM to get started?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• 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
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Again
Expert
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33.1K Messages
2 months ago
@user_ggbg0a
I know this is tough, and it shouldn't be happening. My ex-wife was an X-Ray tech/Interventional tech for the VA and we went through this numerous times and it's not pretty. Hang in and let's pray this is over soon.
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user_y68ngg
Visitor
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1 Message
2 months ago
I called the number on my bill first. They asked me WHEN I WOULD BE PAID AGAIN. A lovely question isn’t it?
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user_57cc20
Visitor
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2 Messages
2 months ago
I am a federal employee currently affected by the ongoing government shutdown. I hold an excepted status, which means I am still required to report to work, but I am not receiving any pay during this period.
Because of this, I am unable to make payments on my account at this time. I am requesting temporary assistance or accommodations until the shutdown is resolved and I am able to resume regular payments.
I greatly value my Xfinity service and would deeply appreciate any support or flexibility you can provide during this difficult period.
Thank you for your understanding and consideration.
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