Change address

Hi, I need help resolving an issue with my internet service.

I was previously using residential internet at my old address without any problem. After moving, I was told that my new address is classified as a business line, and I’m being required to switch to a much more expensive business plan.

This doesn’t make sense because I am using the service for personal residential use, and this is simply a move, not a new business setup.

I would like:

My service to remain under a residential plan, or
A clear explanation of why this address cannot be serviced as residential

If this cannot be resolved, I would like to escalate this issue.

This issue has not been resolved since last Saturday and is still ongoing as of today, Wednesday with the Palo Alto location.

Responses

Oldest First

Selected Oldest First

EG

Expert

•

116.7K Messages

2 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityOrlandoM

Official Employee

•

3.1K Messages

1 hour ago

@user_ofmfd8

Thanks for reaching out to us, sounds like your new address that you're moving to is listed as a business address under our system so we would need to open up a ticket to convert that business location to a residential location.

To get started please send me a direct message including your first and last name and complete service address

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” 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

0

Customer Service

user_ofmfd8

Change address

EG

XfinityOrlandoM

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