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user_sjbu9t
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Visitor

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2 Messages

Thursday, March 5th, 2026 4:49 PM

No Access to My Account

I used to have Xfinity internet years ago, but moved to an area they do not service.  However, I kept my Xfinity Mobile account. Everything was fine until a few months ago.  Now I can no longer access my account. It says I am not an Xfinity Mobile customer.  My phone still works and I receive a "Thanks for your Payment" email every month.  I've chatted with support, talked to support on the phone and visited the store.  All tell me my account is "very broken" and they can not find me as an Xfinity customer in their normal systems.  They can only find me in an old system.  They admit there is a problem and claim they are fixing the account and I just need to wait a few more days.  This has been going on for 2 months now with no resolution.  I asked for a Transfer PIN so I can port my number to another carrier and they told me that because they can't even access my account, they cannot create a Transfer PIN. Has anyone else run into this problem and know who I need to get in touch with to get it resolved? 

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8 hours ago

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XfinityBrianH

Official Employee

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2.1K Messages

2 days ago

 

user_sjbu9t Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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user_sjbu9t

Visitor

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@XfinityBrianH​ Thank you for the reply!  I spoke with support on the phone on Friday and they opened a case for the problem.  However, this is the 3rd case that's been opened for this problem.  I was told to wait 5-7 days for a resolution.  We'll see if gets resolved this time.  

(edited)

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8 hours ago

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XfinityMarshante

Official Employee

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968 Messages

Hello @user_sjbu9t, Thank you so much for the update. If you’d like, we can take a closer look at the ticket for you to make sure everything is moving toward a proper resolution.  If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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8 hours ago

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