1 Message
Account & Different Address Wrongfully Cancelled.
My Name is [Edited: Personal Information] & I am in the Memphis, TN area & I’ve recently received internet services at a new location due to my old account my house was in a house fire & couldn’t use the service at the location which was on Cordova, TN. I was still being charged two in a half months after communicating the issue & it later reflected on my credit. I’ve called on Jan 16th, 2024 to get the old account credited & closed but in the mist of that the new account that I have at my new address in Memphis, TN was wrongfully canceled thinking it was my old account in Cordova, TN. I would like to get my services restored & fixed, this entire process has been confusing an extremely frustrating
XfinitySara
Official Employee
•
2K Messages
2 years ago
Hello, @user_spoctj! Thank you for creating a post about your service concerns. I'm sorry to hear about the house fire and the trouble you've had initiating (and keeping) service at your new location. I'd love to see what we can do to help! First, please be careful not to include any of your personal information publicly. For your privacy, we've edited out your first and last name.
Regarding the confusion between multiple accounts tied to your name, this article may help. It shows how to link, unlink, and switch between multiple accounts. If you are able to confirm that the service and account at your new location has been disconnected, you should be able to use our Plan Builder to place a new order for service. However, if you are still having trouble using the Xfinity App or My Account to disconnect the proper account and start service at your new location, please let us know. We should be able to look into this further for you if you need us to!
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