Visitor
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2 Messages
Gateway being sent to the wrong address
My gateway is being sent to the wrong address, along with my services. I recently signed a lease on an apartment and they had me sign up for my utilities through a 3rd party concierge. We had issues with the address I was given, and I was ASSURED that it would be fixed when the call ended. My power company has the correct address, and they were set up on the same phone call. I move in tomorrow and just got an email stating my Gateway is on the way, but to the wrong address. The address is not even an actual apartment, its the leasing office, and its saying THAT is where my services are going. It will not let me change the address without moving my services ENTIRELY because for some reason its logged incorrectly. On TOP of that, SOMEHOW there is an account already associated with my actual address that it wants me to transfer to, but I only have the 1 xfinity account linked to my email, so I have NO idea what is going on. When I attempted to move my services and just bite the bullet, it then told me to contact support because "you'll need help" with this???
I literally spoke with the Address Change department at Xfinity on a 3 way call with the Consierge services and CONFIRMED the address, so why is it still wrong?
XfinityJustinC
Official Employee
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2.5K Messages
37 minutes ago
Hello, @Rowan2112 thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and completely understand the concern if you're set to move into your new location tomorrow but the equipment and account look to be at the wrong location. Congratulations on the new apartment, and hope the move goes smoothly (it's been about 10 years since the last time my wife and I move, and know it can be a stressful time).
From experience working here 11 years, I've not been able to update an address on an order once it has been created. It either needs to be completed, then transferred to the correct location (which sounds like an option already presented), or cancelled and re-keyed at the correct location so wanted to help get the proper expectations set up on that process.
I'd also be able to assist with ensuring the equipment being delivered to the incorrect address is taken care of so you won't have to worry about getting unreturned equipment notifications in the future if not able to receive that. Due to the complexity of the issue, and needing to gather some information we don't want here in our public conversation. It will be best to have you move to a direct message so I can authenticate the account and help ensure the service is getting started at the correct location.
Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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