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user_i9oo6t
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Wednesday, July 29th, 2026 3:39 PM

Chat dropped when solution is almost reached

I've been in chat for 2 hours now trying to resolve a simple issue, I have 2 addresses and they added the wrong service to the wrong address. Any time I am close to getting this resolved they end the chat and I have to start all over again. The next rep saying oh we can't cancel services, when the previous was saying they're with the supervisor and about to send me a link to confirm the changes. This is an absolute nightmare. Now after 2 hours of chat they give me a number to spend another 2 hours on the phone to fix the issue. I am so fed up.

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35 minutes ago

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XfinityChristy

Official Employee

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2.9K Messages

49 minutes ago

 

Hello user_i9oo6t, and thank you for sharing your experience. I'm truly sorry to hear how frustrating this has been. After spending hours trying to get a simple issue corrected, I can understand why you're feeling fed up. To help us better understand what happened, can you tell us a little more about the situation?
  • Was service activated at the wrong address, or were changes made to the wrong existing account?
  • Are both addresses in your name?
  • Do you currently have active service at one address, both addresses, or neither?
  • Have you received any order confirmations or emails showing the changes that were made?

The more details you can share here, the better we can understand the issue and point you in the right direction. We appreciate you bringing this to our attention and look forward to helping get things sorted out.

 

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user_i9oo6t

Visitor

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@XfinityChristy​ it was activated a the wrong address I have bulk cable at one address and they activated it at my residential account which is incorrect. 

Both addresses are in my name and both are active address. 

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43 minutes ago

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XfinityChristy

Official Employee

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2.9K Messages

 

user_i9oo6t Thank you for those details. Could you please send me a Direct Message with your full name and both addresses? I'd like to take a closer look at the accounts and see what happened so I can determine the best way to help get this resolved for you.

 

Here are 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 "Start new conversation" (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

 

I know this has been frustrating, and I appreciate you taking the time to explain the situation. Once I have that information, I'll be happy to review everything with 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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35 minutes ago

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