Visitor
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1 Message
Flex Box
I recently moved and my Flex box is not working at my new house. I signed into my wifi network, and now it is just displaying a message that says "Let's get your entertainment back up and running. Visit xfinity.com/myaccount or the Xfinity My Account app for important account information." There is no information in my account that explains or helps me.
XfinityAbby
Official Employee
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299 Messages
24 days ago
Hello @mcarswell8. Thank you for reaching out on our Community Forum. I know how important it is to have all of your services working correctly. I would love to take a look at what is going on. Please send us a direct message with your full name and address so that we can assist you further.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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user_b2woay
Visitor
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2 Messages
19 days ago
Me too. I moved and transferred my service, following the steps through the xfinity website. I was instructed to take my equipment with me and activate it at my new location. The Xfinity Flex box was actually transferred over and showed on my first bill for the new location, but I could not activate it. I got the same message as you. The representative at 1-800-XFINITY phone support told me that he could not activate my Flex box because Xfinity now uses Xumo box, and implied that I had no other option but to get a Xumo box. However, Xfinity also says that if you have a Flex box, you can continue to use it. Well, I want to continue to use my Flex box at my new house. I would like someone with the proper authority to "reactivate" my Flex box.
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user_b2woay
Visitor
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2 Messages
19 days ago
Me too. I also cannot activate my Flex box after moving. I called support at 1-800-XFINITY, and the agent told be that he could not activate the Flex box because Xfinity now uses a Xumo box. However, Xfinity also says that a customer with a Flex box can keep using it. The Flex box showed up under "Equipment & services" on my first billing statement, so the Flex box officially transferred over for billing purposes, but not for actual use. I would like someone of authority at Xfinity to reactivate my Flex box.
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