Visitor
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2 Messages
Customer service it says I have an overdue balance and that my account is suspended; however I still have internet and $0 balance
When I call customer service, it says I have an overdue balance of $130 and that my internet has been cut. It has my correct address. However I have been paying all my bills on time and still have internet connection. Is it possible that there are two accounts connected to my address in error? I have been paying regularly and on time.
KyleB13
Visitor
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2 Messages
17 hours ago
When I log into my app, it also calls me the wrong name. It greets me as the person who transferred this account to me.
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XfinityRay
Official Employee
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3.6K Messages
16 hours ago
Hi there, @KyleB13! It does sound like there may be 2 accounts open with what you are seeing. We can check on that and ensure everything is correct. The Xfinity app picks up the name that you choose for your Xfinity ID. Once you transfer ownership, you have to update your preferred name from the previous person's name on the Primary ID. This link shows how to add or change your chosen name and pronouns, https://www.xfinity.com/support/articles/edit-name-my-account. Once you change it, it updates within 72 hours and will show the correct name.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's 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 "New message" (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
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