I moved but cannot get internet service because there is an existing account

Hi,

I moved and so I tried to move my Xfinity account to my new address. However I received a voicemail from Xfinity saying that the new address already has Xfinity service and they cannot reach the account holder. I then went to an Xfinity store with my lease in hand but the people in the store said they could not help me and to call customer support. Chat support gave me the customer support number but when I called I could not reach a human being. Please let me know how to move my account.

Responses

Oldest First

Selected Oldest First

XfinityEmilyB

Official Employee

•

2.4K Messages

18 days ago

user_mmjzyt Welcome to our community forum! We are so excited that you are bringing your Xfinity service to your new home :). I'm sorry the transfer of service didn't go as smoothly as usual. When you visited a store, was it a direct Xfinity location or was it a third party branded partner store? You can find the closest direct Xfinity store here and please use that link to schedule an appointment so you can save time waiting in line if they happen to be busy when you arrive.

When you try to set up service at a location that still has active service from a previous customer, you can take 2 documents to an Xfinity Retail Store as proof of residency. You must show at least one primary and one secondary document from the lists on this page. Documents must be complete, correct, and without changes. Please let me know if you have any questions.

0

U

user_mmjzyt

Visitor

•

2 Messages

18 days ago

When I was there they said my service was no longer active and I would have to open a new account. And that because the account is Internet Essentials, that they can't help me and that I have to work with customer support.

I went to 350 Washington St, Boston, MA 02108 - which I think is an Xfinity location.

(edited)

1

0

XfinityEmilyB

Official Employee

•

2.4K Messages

user_mmjzyt Thank you for the additional details, that helps a lot! I'd like to take a closer look at your previous and current location so I can find the best steps towards a resolution :).

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and help.

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

18 days ago

0

Customer Service

user_mmjzyt

I moved but cannot get internet service because there is an existing account

XfinityEmilyB

user_mmjzyt

XfinityEmilyB

New to the Community?