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user_ceq7o8
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4 Messages

Saturday, January 24th, 2026 4:11 PM

Cannot access mobile service after move

I recently moved and created a new account for my new address. However, I’m unable to find my mobile account because it states that I don’t have any Xfinity service. I spoke to someone over the phone, and they informed me that I don’t have service through them. When I called, it showed AT&T service. They’re unable to resolve the issue and suggest starting a new service and getting a new number, which I’d rather not do. Can anyone help me figure out how to resolve this issue?

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8 days ago

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XfinityOrlandoM

Official Employee

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3K Messages

8 days ago

@user_ceq7o8

Thanks for reaching out to us, when you moved your residential services did you reach out to the Xfinity mobile team and transfer your mobile service to your new address?

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user_ceq7o8

Visitor

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4 Messages

Yes, they mentioned that the transfer is done. However, I didn’t realize until today that it wasn’t actually transferred. When I called them, they informed me that they don’t see Xfinity mobile service on either account, the old or the new. 

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8 days ago

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user_ceq7o8

Visitor

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4 Messages

I’ve just been informed that they’ve finally found the account and have transferred it to the new one. Thanks for replying to my thread! 

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8 days ago

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XfinityRichard

Official Employee

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2.9K Messages

Awesome, @user_ceq7o8 I'm happy to hear that our Mobile team was able to get you taken care of. Are there any other service or account concerns I can assist you with today?-Richard

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 days ago

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user_ceq7o8

Visitor

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4 Messages

Login on to my app the problem was not resolved. 

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8 days ago

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XfinityThomasC

Official Employee

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3.1K Messages

Hello, @user_ceq7o8

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 days ago

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