1 Message
Can't activate new modem after moving
Moved and transferred xfinity service. Only moved to an apartment across from my old one (same complex). But can't activate new modem due to xfinity not unlinking my old account. I can't do it because the app and web browser won't let me turn off autopay for the old account. I removed the payment method, and that had zero effect. Tried chat and visiting the closest store with no help. Although a store employee did separate the accounts, it didn't help. And no one can help me turn off autopay for the old account. Modem still won't activate despite the employee saying it should now. Please help.
EG
Expert
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110K Messages
4 months 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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XfinityAldrik
Official Employee
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2.1K Messages
4 months ago
Thank you for reaching out to us @user_xljw1v! We will want to make sure we are signing into the right account for activation and the right account for disabling automatic payments. Typically we recommend keeping the accounts linked as they get be switched between following the steps in this article here. We appreciate the information you’ve shared and would like to take a deeper look at the account.
Could you please send our team a direct message with your full name, full address, and the usernames you are using to sign in to the accounts? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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.
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