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Service Transfer Issues: Duplicate Old Account Still Open, Stuck Pending Order, & XB3 Gateway Upgrade
I recently transferred my Xfinity internet service to my new address and activated my existing modem (Cisco XB3) over 48 hours ago. However, I am running into three issues following the move that need assistance:
- Duplicate/Old Account Still Active: Instead of closing my previous address during the transfer, my profile now shows two separate accounts, and I am still being billed for my old address. Please disconnect my old account backdated to the date I activated service at my new address, and credit any overlapping charges so I only pay my true final prorated balance.
- Stuck "Pending Order" on New Account: Even though my modem has been online and working at my new address for over 48 hours, my new account still shows an open/pending activation order. This is locking my account and preventing standard chat agents from making updates. Please manually complete or clear this stuck work order.
- Missing Free Modem Upgrade (XB3): Before my move, my old account had a free modem upgrade offer because I am still using an older Cisco XB3 gateway. Once the pending order is cleared on my new account, please honor that free upgrade and ship me a newer DOCSIS 3.1 gateway (XB7 or XB8) at no additional charge.
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