Visitor
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5 Messages
No service at new address
I scheduled my service to move yesterday. I installed the gateway at the new place and opened the Xfinity app.
To my surprise, the app still had the old service address displayed and simply says my account is "disconnected". There appears to be no way to navigate in the app to activate the service at my new address. The new address doesn't appear to be attached.
I tried to link the new address to my account, but it tells me that the information doesn't match your records.
I got the toll free number from the AI assistant, and opted to communicate through text. I the received a text saying "we are unable to process this request" and it sent me back to the AI assistant.
I'm going in circles. Can anyone help?
EG
Expert
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118.5K Messages
3 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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XfinityAmira
Official Employee
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4.9K Messages
2 days ago
Hi user_3tqi9h! We appreciate you reaching out on our Xfinity Forum, and thanks for taking us with you to your new home. I am sorry to hear that the move/transfer did not go as intended. Rest assured, my team is here to help. So that we can best assist you with this, please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” (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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XfinityJustinC
Official Employee
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2.4K Messages
2 days ago
@user_3tqi9h I appreciate you sending the direct message. I'll follow up with you there to continue with getting the correct account linked, so you're able to access that either online or through [Edited: Spelling] the Xfinity App.
(edited)
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