4 Messages
Prepaid account stuck in scheduled move
Hello,
I have been trying to schedule a move for my Xfinity Prepaid account. I tried several times to move it on the same day and the website just kept crashing with an error during the confirmation process. Contacting the new automated assistant was completely useless as it just kept pointing me to the same move page that failed. Finally, I was able to schedule a move for a future date (instead of same day even though that's a valid option). I scheduled it for October 28th. The website shows me the move is scheduled for October 28th. I cannot schedule any more moves. However, I do not have access nor can I activate service at my new address. The website says my service is already active (while also saying my move is scheduled) and keeps charging me.
Can you please help me so that I can activate my service at the new address? This experience has been extremely frustrating since I was not able to talk to any human support and the automated agent just keeps pointing to the move your service page for any question including the word move.
XfinityAdrienne
Official Employee
•
911 Messages
24 days ago
Hey there, user_ebkei5! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the troubles with getting your Xfinity Prepaid services moved over to your new location. We are limited on our access to your accounts here on Social Media. We would recommend visiting our support page here and chatting with our support team to get the help needed to get the move cleared up. Please let us know if you have any other questions/concerns, we are happy to help.
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