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Zihua
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Visitor

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1 Message

10/08/2026 7:10 AM

Unable to verify identity as new Internet customer

Just like others on the forum, I also encountered this at the final step of the purchase order.

Question

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Updated 

20 days ago

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XfinityChristy

Official Employee

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3.2K Messages

20 days ago

 

Zihua Hello, and thank you for reaching out through our Xfinity Community Forums. I'm sorry you've run into an issue while trying to set up your new internet account.

I'd be happy to take a closer look and help get this sorted out. To get started, please send us a Direct Message with your full name, your new service address, and, if applicable, the address where you previously had service with us.

Once I have that information, I'll be glad to dig into this with you. Thank you!

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

 

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