Visitor
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1 Message
Lost access to account during move
Please send this to a real person. Someone messed up. I scheduled my Internet service to be transferred after I moved, but the agent who helped me only put the new address account in my ex-husbands name/information without me realizing. At first I chatted with an agent in the app and got to a point where they said someone would call me. No one did. I called Xfinity and someone kindly tried to help for over an hour but couldn't fix the problem. They said they would transfer me to the mobile payment department but I was disconnected. Now all the stupid AI chat bot says is that I don't have an account anymore. I was told everything was set up for my move and now I'm stuck with no Internet. Can someone please help me?
EG
Expert
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121.3K Messages
13 hours 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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XfinityKei
Official Employee
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2.8K Messages
12 hours ago
@user_8myrm3 Our apologies for the inconvenience this has caused you. We can certainly help to correct this. Can you please direct message me your first and last name along with your full service address so I can assist you further?
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 "Start new conversation" (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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