Service

@user_37zoiv 

Hello there, my name is Stacy and I ordered service when I moved into my mother's place. Equipment came and I hooked it up and it for a few days until you guys disconnect it, becomes my mother has an outstanding balance. However I am not my mother. You guys are holding me responsible for her account. Which I believe is unfair. My mother no longer lives here she has been moved to a care home. Tell me why I am being punished for her account when it's not mine. 

This is just a policy of Comcast's and pretty much most ISP's.  You can take some form of identification that shows you live there such as your driver's license or electric bill - something that proves you live there to a Comcast/Xfinity store.  Hopefully they will remove the block so you can get your service started.  You may also need proof that your mother no longer lives there.

Hey @user_37zoiv, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity account and services. I would be more than happy to offer my assistance looking into this further for you.

The debt may not be on your account, but it would be listed as an associated debt. We may not be able to restart the account until the previous debt has been paid. We can most certainly see if there are any options available for the account. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.