1 Message
2 Separate Xfinity accounts under the same address ISSUE
Hello,
My mom and I rent out the basement of my sister's home. My sister's family and my mom & I have two separate xfinity accounts and 2 separate wifi. But we recently received an email that our internet is getting disconnected even though we have been living under the same address for almost 3 years (again with 2 SEPARATE XFINITY ACCOUNTS) and this is coming up now.
My mom and I are under the internet essentials plan while I don't know my sister's plan, I know it's under Xfinity as well.
I called Xfinity and they transferred me over to the Internet essentials department but the person on the line said that there is nothing that they can do because there can only be one xfinity account per address. Is this true? If it is, then how was my mom and I able to use our OWN WIFI for 3 years without it getting disconnected until now?
If this is not true, can we have some assistance with getting our wifi back? We prefer to use xfinity than the other providers. Plus the other providers DO NOT have service in our area. My friends are telling me that there can be more than one Xfinity account under the same address. I've also looked through this forum as well and people have also said the same thing. I just think my customer service experience with one person from the internet essentials department was just not helpful at all and said that they can't do anything about it was just terrible if there IS A POSSIBILITY of having more than one account for Xfinity. [Edited: Language]
EG
Expert
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110.2K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CC_Tony
Retired Employee
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1.4K Messages
1 year ago
@user_6j9oyq Thank you for taking the time to post to our forums. In some areas, you are allowed to have multiple accounts at an address. In others, you are still required to have a unique address for each account. I would love the opportunity to check out your account and see what we can do. Can you send a DM to Xfinity Support with your name and address, please?
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) or https://forums.xfinity.com/direct-messaging
• 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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