Continued Issue

I have spent hours and hours on the phone being transferred around and hung up on trying to get the same problem resolved. I moved to a connected building and was advised to cancel my internet service and transfer my phone to my new address, and because I moved to a connected building no one is able to transfer my mobile service which is now not linked to an account resulting in an email saying I will accrue extra fees but no way to even access or pay my bill which is due in less than 2 weeks. I’m told I must not have bought my phone with Xfinity but it is not paid off and I most definitely bought my phone from Xfinity store.

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XfinityPaula

Official Employee

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1.5K Messages

20 hours ago

Hello user_hy7ndp. I'm sorry to hear of the trouble you are having with the services since moving. I know that moving alone can be so involved that having added issues is not ideal. Thank you for sharing the experience you are having. I would love to help out. When residential accounts for home internet, TV, phone, and security are closed the online access to those services also ends, however you should still be able to access your mobile details at https://www.xfinity.com/mobile/my-account are you able to sign in to this site?

With moving and no longer having an account with Xfinity home services there is a monthly line fee of $25.00 per line that would apply to the account.

For your new home is Xfinity offered as part of the lease agreement or did you move in with a friend that already has an account?

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user_hy7ndp

Visitor

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2 Messages

I was told I would not accrue a fee each month because I do still have an account, I was told this by multiple people and will not pay a fee for not having an account when I DO, I pay for your WiFi services. I moved into a connected building where my landlord already has a modem. I was instructed to turn off auto pay on my mobile - they said they were going to switch my service to my Xfinity ID. Because the WiFi in the connected building IS my account. I do have an Xfinity account, it is under my name. When I log into the provided link it tells me I do not have Xfinity mobile services and does NOT show me my account or bill or provide me a way to pay you. I need this to be escalated. Please have someone from your escalation team assist me, as my bill is due soon and I have no way to pay and am being told to just not pay since there is “no bill”.

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19 hours ago

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XfinityPaula

Official Employee

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1.5K Messages

user_hy7ndp Thank you for expanding on your services and that you do still have an account. With that being the case than the Xfinity mobile number will need to be moved over to the new account and I can help out with that move for us.

Please send us a direct message with your name, service address (current and former please) along with your mobile telephone number. We will help sort this out with our mobile team and make sure that you have full access to your account.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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19 hours ago

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Customer Service

user_hy7ndp

Continued Issue

XfinityPaula

user_hy7ndp

XfinityPaula

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