Hi there @scott_s1! Thanks for the post, and we are happy to point you in the right direction to get your name updated for you. Here are the best options below:
Option 1 Visit Store
The most efficient way to change your legal name is to visit a local Xfinity Retail Store.
- What to bring: A valid government-issued photo ID (driver’s license, passport, etc.) that reflects your new legal name.
- Alternative documents: If your ID isn't updated yet, bring your current ID along with a certified copy of your marriage license, divorce decree, or court order.
- Result: A store representative can typically update the billing name on your account immediately.
Option 2: Online or Phone (Ticketed Request) If you cannot visit a store, you must contact Xfinity to have them open an Account Change Request ticket.
1. Use the Xfinity Assistant online to request a "legal name change."
2. Receive the Link: Xfinity will send a secure email link to your preferred email address.
3. Upload Documents: You will need to upload digital copies of:
- The Account Change Request Form (often provided in the email).
- Proof of the name change (Marriage certificate, divorce decree, or updated government ID).
4. Processing Time: It typically takes 3–5 business days for the ticket to be processed and the changes to reflect on your account.
Important Distinction: "Chosen Name" vs. "Legal Name" If you only want to change how your name appears in the Xfinity app or on your greeting (but not the legal name on the bill), you can do this yourself instantly:
- In the App: Go to Account > Account Settings > Xfinity ID & Security > Edit Name.
- Note: This does not update the legal name used for billing or credit purposes.
Let us know if this helps or if you have any concerns.
This is not true. I have tried to change my legal last name for over a year on my Xfinity mobile account and no one in the Retail store has been successful. When I open my statements, they still have my old last name. I even had a rep tell me that he couldn’t even get his sisters name update when she got married. Which is crazy, because why wouldn’t you want customers legal names on their accounts.
@user_q2gm5q I’m sorry to hear you're having an issue with changing your name. Once all the required documents are collected this process is usually pretty quick. I can certainly take a look to figure out whats going on and help you with your name chnage. Can you please direct message me your first and last name along with your full service address so I can assist you further? To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct Message” icon (upper right corner of this page) • Click the "Start new conversation" (pencil and paper) icon • Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message
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 as Best Answer.
I have been inside the store at least 5 times over the last year. I was just in the store twice last week. Two different stores, neither were successful in updating my last name. I have even spoke to chat customer service several times.
@user_q2gm5q Please follow the above steps and meet us in a direct message for more support and a resolution.
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 as Best Answer.
XfinityJorge
Official Employee
•
3.4K Messages
2 months ago
Hi there @scott_s1! Thanks for the post, and we are happy to point you in the right direction to get your name updated for you. Here are the best options below:
Option 1 Visit Store
The most efficient way to change your legal name is to visit a local Xfinity Retail Store.
- What to bring: A valid government-issued photo ID (driver’s license, passport, etc.) that reflects your new legal name.
- Alternative documents: If your ID isn't updated yet, bring your current ID along with a certified copy of your marriage license, divorce decree, or court order.
- Result: A store representative can typically update the billing name on your account immediately.
Option 2: Online or Phone (Ticketed Request)
If you cannot visit a store, you must contact Xfinity to have them open an Account Change Request ticket.
1. Use the Xfinity Assistant online to request a "legal name change."
2. Receive the Link: Xfinity will send a secure email link to your preferred email address.
3. Upload Documents: You will need to upload digital copies of:
- The Account Change Request Form (often provided in the email).
- Proof of the name change (Marriage certificate, divorce decree, or updated government ID).
4. Processing Time: It typically takes 3–5 business days for the ticket to be processed and the changes to reflect on your account.
Important Distinction: "Chosen Name" vs. "Legal Name"
If you only want to change how your name appears in the Xfinity app or on your greeting (but not the legal name on the bill), you can do this yourself instantly:
- In the App: Go to Account > Account Settings > Xfinity ID & Security > Edit Name.
- Note: This does not update the legal name used for billing or credit purposes.
Let us know if this helps or if you have any concerns.
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