Assistance needed: Consolidate accounts after move, close old account and transfer mobile service but stuck …

Hello Xfinity Team,

I am seeking assistance with consolidating my Xfinity accounts following a recent move. My situation has become unnecessarily complex, and multiple attempts to resolve it via chat and scheduled phone calls have not succeeded.

Timeline & Background:

• August 2025: I moved into a new primary residence and, due to an urgent need for internet for work (after being awarded custody of my son), I quickly set up new service online.
• At no point during the online process or the technician’s installation was I asked if I had an existing account or needed to close my previous one. As someone who hadn’t moved in eight years, I was unaware this was required. I acknowledge my role, but the absence of this prompt seems like a significant oversight.

Current Account Situation:
I am now being billed approximately $120/month for three active accounts:

• Account 1: Old House (now being sold)—needs to be cancelled, ideally backdated to August 2025
• Account 2: Vacation Home—should remain active
• Account 3: New Primary Residence (opened August 2025)—should remain active

Additional Plans:
I am interested in opening an Xfinity Mobile account and transferring my family’s five cellular lines, but need to resolve these billing and account issues first.

What I’ve Tried:

• Spent several hours on chat support; agents were courteous but ultimately advised I needed to speak with a representative by phone.
• The only option was to schedule a callback, which I was unable to answer due to work commitments, causing further frustration.

My Goals:

• Retain service only at my Vacation Home and New Primary Residence
• Close the account for my Old House and stop duplicate billing
• Ensure a seamless transition so I can open an Xfinity Mobile account and transfer my five phone lines

I would greatly appreciate prompt assistance from a forum moderator or specialist to help consolidate these accounts and resolve this issue.
Please let me know what information is needed from my end.

Thank you for your time and attention.

Sincerely, ohheysean