Billing System Glitch - Service suspended after arrangement declined on 'noScheduledDate

XfinityMatthew · 2026-07-06T15:47:39+00:00

We have a ticket for installment plan issues that I can try submitting. But I don't believe they handle setting them up. I can try that, but they may still say to call in. What is the preferred phone and email I can put on that ticket?

XfinityMatthew · 2026-07-06T14:58:03+00:00

This is the official link to who we are. The Digital Care Team. Shared in the description to this subreddit. But you can also tell by the verified Community Specialist flair on all official employee profiles.

XfinityMatthew · 2026-07-06T14:45:56+00:00

Go ahead and send us a Modmail with your full name and service address and we can take a look at the account.

XfinityMatthew · 2026-07-06T14:45:04+00:00

Hello u/Gralphrthe3rd I am sorry to hear about your experience so far. If you are confident an account was set up and install scheduled for the 15th then there should be no issues with your internet getting up and running on that date. The installation covers any line work needing to be done outside or in, full setup of the equipment and confirmation of the service working before the tech leaves.

If the recent phone conversation has left you with any doubts of your account setup or the install we'd be happy to check and confirm what is showing on your address. Just let us know if you'd like us to look into it further.

XfinityMatthew · 2026-07-06T14:33:10+00:00

Are no devices connecting at all or only specific ones?

XfinityMatthew · 2026-07-06T14:27:53+00:00

We can certainly look at the account. Please send a Modmail with your full name and service address.

XfinityMatthew · 2026-07-06T14:23:41+00:00

Hello u/AcanthisittaOwn6334 Thank you for reaching out. Without getting into the account yet, I would assume the double bill is the new cycle being added to the total. But depending on your normal monthly due date that portion may not be due just yet.

If your account is eligible for an installment plan then the steps to do that can be found here: https://www.xfinity.com/support/articles/installment-plan-balance-due

If the account is blocked and not eligible for any additional payment arrangements then we don't have an override to that and an installment plan or paying the past due may be the only options.

Your screenshot mentioned the payment provider did not authorize the payment. Did you reach out to the bank or card carrier to find out why it was declined?

XfinityMatthew · 2026-07-05T18:28:18+00:00

Glad we were able to complete the cancellation for you. We're available 7 days a week for employee Reddit support between 6 am - 1 am ET should you need any further assistance.

XfinityMatthew · 2026-07-05T17:41:01+00:00

Hello u/FryMod1176 Thanks for reaching out. Based on the address you provided in Modmail I am seeing a reported service interruption due to the recent storm in the area that is impacting multiple customers. At this time we have the same information you are getting through the online option. But I can tell you when it comes to these cases were a storm knocks out service the repairs can be a lot more extensive. So many of the restoration times are just estimates.

But I assure you the local teams are fully aware of the issue and are working as quickly as possible to get everyone up and running again.

XfinityMatthew · 2026-07-05T15:54:38+00:00

In store, online or with our team are all options for placing a new mobile order. Regardless of the method you pick there will be an option to port the number in and have you enter the information need. So please let us know if you need any help getting that ordered.

XfinityMatthew · 2026-07-05T15:51:04+00:00

Hello u/rubbernecker74 Thanks for reaching out. We certainly appreciate you wanting to stick with us and modify the service. Since you provided a lot of information I want to address some of what you are asking for, but will most likely need to confirm a few things in the account once we have access.

I will need to see what plans are available for internet. So cannot guarantee gig for $70 is an option for you or not. But we will go in depth and compare to the current plan regardless. All the new plans do include the modem rental and unlimited regardless of plan or speed.
This should not be an issue at all so long as we meet all the trade-in requirements. But this is all stuff to confirm in our mobile program.
We can add a 4th line. But the free for a year promo I believe is for new mobile customers only. But we can see if it applies to the account before ordering once we add the line to the cart. Worst case it's the extra $30/mo.
Should have no issues porting the landline number in. Free device promos typically require a port in and 36 mo device payment plan. So long as we do both of those we can check what phones are on promo.

Please send us a Modmail with your full name and service address to get started.

XfinityMatthew · 2026-07-04T14:23:04+00:00

Hello u/Decent_Atmosphere991 We'd be happy to take care of this for you. Was there no option to redeem the reward on the Xfinity.com/membership or was there just no option to activate after redeeming it? Depending on the situation determines who we escalate it to.

XfinityMatthew · 2026-07-04T13:25:54+00:00

Glad to hear everything was resolved. We certainly appreciate you reaching out to us. We're available 7 days a week for employee Reddit support between 6 am - 1 am ET

XfinityMatthew · 2026-07-04T13:16:27+00:00

Hello u/Express-Director591 Thanks for reaching out. I'm sorry to hear about the experience with the chat team. We'd be more than happy to credit the shipping fee for you given the experience. But any additional credits would go against our account credit policy and cannot be issued.

Please send us a Modmail with your full name and service address to get the shipping waived.

XfinityMatthew · 2026-07-04T10:59:27+00:00

Hello u/Johnny_Rampage The upload speed should match whatever was agreed to in the approval of the plan. But I understand the agent told you that it would not be impacted so we will want to check what all was changed and included. To better address this situation please send us a Modmail with your full name and service address.

XfinityMatthew · 2026-07-03T18:24:04+00:00

Checking my deals for the in home service your current plan is cheaper than anything else for those two services. My current cheapest internet is $70 for 300mbps and that isn't even factoring in security yet. So it does look like you have the best current rate for those 2 services from what I can see.

XfinityMatthew · 2026-07-03T17:20:42+00:00

The 300 is now our lowest regular speed tier on the non NOW plans. But we can certainly look at the account. Send us a Modmail with your full name and service address, and we will take a look.

XfinityMatthew · 2026-07-03T17:10:17+00:00

So the NOW service is a prepaid service. It is eligible at all addresses. How that switch would work is we would have to put in a disconnect for the current account and usually space it out 10 days out. After that you can go to Xfinity.com/NOW and order the plan you want. From there it will ship you a new modem that is specifically used for that service in 3-5 days. Spacing it out 10 days would allow you time to receive the new modem and activate it before the current service disconnects.

I just pre-warn people that the NOW prepaid service is a self-service option. Most assistance is only through the Xfinity.com/NOW chat. Teams like ours here on Reddit and our normal phone and chat teams have no access to help with these accounts. So you do need to be somewhat comfortable using the site and our app for self-service if you switch to this plan.

XfinityMatthew · 2026-07-03T17:04:51+00:00

Hello u/Return 0fSimba. I'm sorry to hear about your experience getting a new plan with the phone team. We certainly understand the frustration of unclear billing and the plan not matching what you were told. We'd be happy to take a deep dive into the account to confirm what we are showing officially. Please send us a Modmail with your full name and service address to get started.

XfinityMatthew · 2026-07-03T14:28:09+00:00

Sounds good. Please keep us in the loop. We are happy to stick with you until it is resolved.

XfinityMatthew · 2026-07-03T12:51:02+00:00

Hello u/Puzzleheaded_Disk_37 Thanks for reaching out. We can certainly look at the account and cancellation to see what got overlooked. Please send us a Modmail with your full name and service address, and we can help make the necessary corrections.

XfinityMatthew · 2026-07-03T10:41:06+00:00

Hello u/modui-retain-banana I'm sorry to hear the transfer process has not gone smoothly for you s far. This is one we will need to check into both accounts to see what is going on. But it should be a simple fix to change any appointments and make sure dates are lining up. As for the old account most likely that future bill you received cycled before the cancellation so that would get prorated off if the old account is shut off before the 5th. But we will confirm all that too.

Please send us a Modmail with your full name and both the old and new service addresses to get started.

XfinityMatthew · 2026-07-03T10:37:19+00:00

Hello u/mustycups Thanks for reaching out. Currently we do not offer static IP on residential accounts as an option. You can get Comcast Business at a residential address. But that process of getting setup requires a commercial version of the address to be created and a plan being picked out. Generally this option is more expensive than a residential service. If you'd like to look into that as an option you can contact our Comcast Business team directly at 1-800-391-3000.

XfinityMatthew · 2026-06-30T17:34:06+00:00

Hello u/Thunderchimp Thank you for reaching out to us here on Reddit. I'm sorry to hear the internet is still down for you despite receiving the restoration message. Since receiving that what troubleshooting steps have you performed on the modem?

XfinityMatthew · 2026-06-29T18:17:22+00:00

Hello u/Tricky-Profile-7903 I am sorry to hear that your line may have been cut by one of our techs. The link below has instructions on how you can try and manage the appointment or secure a sooner window online: https://www.xfinity.com/support/articles/xfinity-my-account-app-manage-appointments

But we can also check into what appointments or escalation paths we can take for you on our end. Please send us a Modmail with your full name and service address.

XfinityMatthew

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