My account is restricted

I recently moved and created a new account. For some reason I’m unable to do anything with my account. As far as I know it’s fully active because I’m using WiFi the contractor set up for this message. I have no idea how to get in contact with a human who can help. I’d appreciate help being able to use my account, thanks.

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XfinityPaula

Official Employee

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1.6K Messages

3 days ago

Good morning user_wd8ge9. Thank you for creating a post and reaching out to us here on our Xfinity Forums. I hope that everything else with your move has gone smoothly, I'm sorry that you are having trouble with accessing your account. I know it can cause issues if you are unable to access your account and use the awesome features like the Xfinity app. I would love to help out!

For an account restricted message we usually have to work with our customer security assurance team to have the account / Xfinity ID or email address restriction removed.

Can you send us a direct message please with your name, service address and the email address or Xfinity ID you are using to access the account?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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_wd8ge9

Visitor

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2 Messages

Yeah, so I’ll put it out here so people know what I’ve experienced with Comcast. Sending a DM with the information you requested led to me being asked to provide an account number I can’t easily find since my account is restricted.

it turns out if you need a human you can get one by telling the robot you’d like to add services (don’t change, you can do that via the website easily apparently), and then choosing support. These people will get you the account information that people on this forum need despite asking you for everything else.

unfortunately, all those people on the phone can do is transfer you to an “account security team” that’ll ask you to completely verify your account despite verifying it when you called in and bring transferred to them. From there they’ll tell you to reset your password and clear cookies and cache. Even if the app tells you that you’re logged in just fine, and even if the website says “something unexpected occurred.” The number and types of devices involved will not at all impact the likelihood of you receiving this life changing advice.

That team, despite needing your entire life story to give you this life changing advice may call you after you hang up to tell you to change your password. It may happen multiple times. They may also ask why you’re bothering them on those phone calls. I have a few incoming calls from Xfinity.

Reaching out to the SVP publicly may or may not provide results. Who knows? I tried to be cordial but I’ve been completely disregarded as a customer. They gave me a reference number for the case with their specialist team. You can find the form to contact the SVP on Reddit. That may be your only recourse if you’re in a situation like mine.

(edited)

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7 hours ago

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user_wd8ge9

My account is restricted

XfinityPaula

user_wd8ge9

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