Skip to main content

    Support

    Offers

U
user_du1grx
1st Topic
1st Like

5 Messages

Thursday, June 13th, 2024 10:10 PM

Closed

ADDRESS LOCKED DUE TO FRAUD FROM PREVIOUS RESIDENTS

 I have been trying for almost a month to get xfinity internet in the house we just moved into.  It seems there's a fraud ring/collection block in our house address from the last owner of the house.  We already went to a xfinity store several times with our rental lease to prove we are the new tenants.   They can't help and gave me about 5 different ECM ticket numbers that I keep getting text the ticket has been closed and no further action required.  After talking to a lot of xfinity representatives/agents with uploading the required ID and documents, no one has been able to unblock the address so I can get internet service.  I have just been transferred around to different departments getting told to wait 24 to 48 hrs for the issue to be resolved with no one having a resolution for me.  It is Still not fixed.  I'm hoping posting this will someone to able to finally help us unblock the house address so we can get internet service. 

Question

 • 

Updated 

5 months ago

269

2

XfinityBenny

Official Employee

 • 

790 Messages

11 months ago

@user_du1grx  It needs to be done in person, not remotely. Visit a store with your ID, and proof of residence. That will allow the store to verify that info in person, confirm the balance does not belong to you, and allow you to start service immediately. Find the closest store here https://www.xfinity.com/support/store-selector/. 

9

0

user_du1grx

5 Messages

I have done that already and waited the 48hrs. They are still saying it is locked. 

11 months ago

0

user_du1grx

5 Messages

Its not that simply going between the store then waiting and calling customer service and talking to different people every time has been the biggest headache all for them to tell me to go down and turn in more paperwork. I am drained dealing with so many people and explaining the same thing over again to a new person. 

11 months ago

0

XfinityShawn

Official Employee

 • 

1.4K Messages

 

user_du1grx I know this situation hasn't been the best experience for you, but the process is in put for security purposes. When you were inquiring about the address, did any representative mention the Rapid Review team? That is usually the team that removes the blocks from the addresses in these situations. 

 

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

11 months ago

0

user_du1grx

5 Messages

yes, but how to I speak to them so that we are on the same page? I keep hearing different things from different people do this do that wait this wait that and the store is even worse. Customer service yesterday told me to have them submit all documents to show previous address whatever we have, I tried to do that but the manager at the xfinity said they dont accept that. So who am I to believe. What options do I have? Who if anyone can really help me? Does anyone want or care enough to help? Everybody seems to be just wanting to pass it off to someone else to get rid of the problem! This is affecting my livelihood my work a lot of things just because unbeknownst to me I moved into this place with someone else's mess. I just want some real help. 

11 months ago

0

XfinityJohnG

Official Employee

 • 

1.6K Messages

We can check on the status of any request from here, and see the notes on the address @user_du1grx. Send us a direct message with your full name and the complete address for where you are wanting that service. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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

11 months ago

0

user_ynswas

2 Messages

7 months ago

I’m in the same situation and Xfinity is not helpful. I keep getting transferred.  

1

0

XfinityMartyR

Official Employee

 • 

2K Messages

 

user_ynswas If you are having issues obtaining Xfinity service at your location due to house debt, I would suggest visiting a Xfinity Store, or Comcast Service Center. The following article will give you an idea on what you will need to bring, so a request can be submitted to have the house made serviceable. Proof of residency policy

 

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

7 months ago

0

forum icon

New to the Community?

Start Here