Bought new home and had internet setup for self-install. Service was cancelled

After a long closing process, I finally have my own home. I had requested the Gigabit Extra plan and was set for self-install. I had a call from someone at xfinity the night after we moved in and they left voice mail to call them. When I called I was taken to robo answerer that kept asking what my issue was (I didn't think I had one at the time), so I tried texting to a customer service rep. Again they ask what is my issue... I tell them I'm returning a call. We have no record of that and then my account starts saying I'm not the account owner. After about 20 minutes I told the rep that my issue was solved (it wasn't) I was just tired of trying to explain why I called.

The next day I get an email survey from Comcast asking to know why I had cancelled my service (I didn't... how can you cancel before you even install equipment). A couple days later I notice my account says that the service has been disconnected (see image)

So I click on the ask Xfinity link... again I'm chatting with a customer service rep. Finally he comes back and tells me that the service was disconnected because there was a past due balance at the address I moved into. He made it sound like I would have to pay the balance, but finally said that the issue would have to elevated because he was only "Basic Troubleshooting", he said he put in work order (didn't give me the number) and said I could check it by calling 1-800 or chat.

That was two days ago and I still don't have any resolution. I'm pretty sure it isn't that hard to realize that I'm the new occupant since my account has both my old address when I last had Comcast service and the new address.

I've also tried logging into the xfinity app and it hangs at the choose your account, with just a button and nothing else displayed.

Frustrated in FLA

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Responses

Accepted Solution

CCOtto

Problem Solver

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497 Messages

4 years ago

I am glad that we were able to assist you! Please don't hesitate to reach back out to us by creating a new post. We are always happy to help and have excellent specialists and Xperts available 24/7 on our Forums and Reddit.

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XfinityRay

Official Employee

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3K Messages

4 years ago

Hi, @SgtGaToR. Congratulations on owning your own home! That is so exciting! We are happy that you are picking us to be your provider and I apologize that this has been a headache to get set up. We would be happy to assist you. If your home is marked as having debt but that is not from you we just ask for some documentation to prove when you moved in. You can show that at an Xfinity store or we can open a ticket where you can upload it with a link. (I am thinking that may be the ticket that was entered).

Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• 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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EG

Expert

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111.5K Messages

4 years ago

The concern is not "accessibility / disability" help related. Thread moved here to the proper help section, and for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance.

0

Customer Service

SgtGaToR

Bought new home and had internet setup for self-install. Service was cancelled

CCOtto

XfinityRay

EG

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