Subject: Urgent: Unauthorized Service Address Change and Internet Outage

My Xfinity account unexpectedly changed my service address from my actual home to my billing address. I did not request this change and received no notification.

My internet is now down. The phone system, online assistant, and callback system all refuse to connect me with a representative because of an outage, and the callback option is unavailable until tomorrow.

I need an official Xfinity employee to investigate why my service address changed, verify whether the outage is associated with the wrong address, and restore my correct service location.

Please advise how this can be escalated without requiring me to go through the outage chatbot again.

Responses

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XfinityGabriel

Official Employee

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3.6K Messages

3 days ago

user_74dfmq,

Hi there! I can understand why an unexpected change to your service address, followed by a loss of internet, would be alarming. I’m also sorry to learn aobut this expereince with the automated options making it difficult to reach someone for help. You have a real person assisting you now, so let’s start by reviewing the account and confirming your correct service location. From there, we can better determine what happened with the address and the appropriate path forward for your service.

Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.

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user_74dfmq

Subject: Urgent: Unauthorized Service Address Change and Internet Outage

XfinityGabriel

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