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user_w8dmni
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Visitor

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4 Messages

10/30/2026 1:53 PM

alarm certificate hard coded to previous account holders name

hello,

alarm certificate shows with previous owners name. I am the new owner and primary account holder. With the wrong name my insurance company will not accept it. 

I need this certificate updated to reflect my name. I need an official employee to send me a private message help me manually override or refresh the backend name mapping to show my name on the certificate.

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Updated 

1 hour ago

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Expert

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122.6K Messages

4 hours 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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XfinityAirelle

Official Employee

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3.7K Messages

4 hours ago

 

user_w8dmni

Hi there! We understand you need the certificate to reflect your name so your insurance company can accept it. We can help look into why it’s still showing the previous account holder.

 

Does your name appear correctly on your current Xfinity bill, and was this certificate newly downloaded after the account was placed in your name? That will help us narrow down whether the issue is limited to the certificate. Please keep names and account details private.

 

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user_w8dmni

Visitor

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4 Messages

Name is correct on current bill. Tried to download certificate this morning so yes after put in my name.

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4 hours ago

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XfinityNasser

Official Employee

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10 Messages

Thanks for providing those details, @user_w8dmni. I found instructions on how to edit your alarm certificate. You can do so following this link: https://www.xfinity.com/support/articles/add-alarm-permit-number-app or on the Xfinity app.

The instructions are as follows:
To update alarm permit details (which may affect your certificate), open the Xfinity Home app → Overview → More → Settings → Permit Registration, add or edit the permit, enter number and expiration, then save.

Please let us know if that works for you. 

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 as Best Answer.tick

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2 hours ago

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user_w8dmni

Visitor

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4 Messages

That’s not helpful. I need you all to make sure the name is correct on it. Nothing to do with numbers or expirations. The old owners name is on the certificate. I need MY name on it.

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2 hours ago

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XfinityAirelle

Official Employee

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3.7K Messages

You’re right. Updating the permit number or expiration doesn’t address the incorrect name on your certificate. You’ve confirmed your bill has the correct name and that a newly downloaded certificate still shows the previous owner.

 

We would like to look into this further for you. Can you please send us a direct message with your full name and service address?

 
How to send us a direct message:
 
- Click “Sign In” if necessary.
- Click the “Direct Messaging” icon.
- Click the “Start new conversation” icon, which looks like a pencil and paper.
- In the “To:” line, type “Xfinity Support.”
- As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
- An “Xfinity Support” graphic will replace the “To:” line.
- Type your message in the text area near the bottom of the window.
- Press Enter to send it.
 
Talk to you there!
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 as Best Answer.tick

Like

Reply

1 hour ago

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