New account confusion

I created an Xfinity account at a home in which I will be renting a room. It turns out there is an active account there for someone that no longer resides there.

I have the homeowner's permission to set up my service, but I have two points of confusion:

1. Why was I allowed to create the account if there is already one there.

2. What can the homeowner do to get that other account off of her residence?

Any help would be greatly appreciated!

I work from home so having good, dependable internet service is crucial. My move-in date at the new place will be April 1st.

Responses

XfinityJosephA

Official Employee

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1.7K Messages

3 years ago

Hello, @user_2a191c, I hope my reply reaches you at a good time. I know we are talking at a late hour. If everything goes ideally, we should not be able to open a second account at a location that already has active services. Sometimes things fall through the cracks, I do apologize for the trouble.

The good news is in a situation like this you can open an account or confirm residency at an Xfinity store. I know this might not be the most convenient option but an Xfinity specialist can check documents in person. I would go to a store with your ID, lease/mortgage, and a utility bill to be extra thorough. This will confirm you are the current resident.

You can use this link to find the nearest Xfinity store to you. (https://comca.st/3KKx4rv) If you search by your address and then select "View Store Details," you can book an appointment to save valuable time!

8

user_2a191c

Visitor

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63 Messages

@XfinityJosephA Thanks for the reply.

I don't have a utility bill since I don't live there yet.

3 years ago

0

XfinityJosephA

Official Employee

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1.7K Messages

You're welcome @user_2a191c :) Since you don't live there yet, and you are not moving until April 1st then the best thing to do is try to open an account closer to the move in date. The active account may not be active at that time, and you might not even have to go to a store. Did you already create an order? I ask because sometimes if an order is placed more than 30 days out you may experience trouble. But this is the right step to take. If the active account is closed by the previous account holder or if it closes automatically than you can just open an account without visiting a store. If you have any other questions or if you have any additional information that I can use to help please let me know. These issues can be very situational.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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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 a reply as the Accepted Answer. tick

3 years ago

0

user_2a191c

Visitor

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63 Messages

@XfinityJosephA I already have an account, although inactive at the address in question, as stated in my original post.

Since I'm not the homeowner, how can I do ANYTHING to get the other account off of the address?

I did have an order set for shipment on Feb 7th but have since canceled it because the USPS won't deliver anything to me at the future address until I put in a Change of Address. What a nightmare this is.

How can I get you my account number and the new address securely?

There is no listing in the message system for XfinityJosephA Only: XfinityJoseph

(edited)

3 years ago

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CCMacey

Gold Problem Solver

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541 Messages

I can definitely understand how frustrating that would be! Let's see if we can move to a Private Chat Message to take a closer look.

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.

From there, we'll be able to look at the address in question, and see what steps we need to take next.

I no longer work for Comcast

3 years ago

0

user_2a191c

Visitor

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63 Messages

So I will have to tell this story all over again? lol

3 years ago

0

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New account confusion

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