Help with service

I’ve had Xfinity streaming for almost 3 yrs.

I also have to lines with Xfinity mobile. A year ago I had to move to another place. No issues with my streaming until out of nowhere Xfinity cancelled my streaming service. The guy I’m renting from has cable service only at this house. Customer service tells me I can’t have streaming without my own address. How is that true when I’ve been in this location using streaming for a year? I need my internet..

is there anything I can do to fix this?

please help

Responses

CCDanielB

Official Employee

•

252 Messages

2 years ago

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• 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

0

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user_fc34b7

2 Messages

2 years ago

I accept the answer. Doesn’t make any sense to me. How service worked for over one year. Now it doesn’t work simply because you say it doesn’t. Think the correct answer should be rephrased to open like this, “Due to Xfinitiy’s policies.”

Additionally, it would be nice if Xfinity had a solution for customers such as myself. Customers who rent a room or space at a location where service is already existing.

I don’t have the actual figures in front of me, however, the number of people renting rooms or space are likely in the millions.

This seemingly, would be a significant increase in revenue for a service provider capable of figuring out something that already works. And finally, would be so nice if you all could have communicated the fact my internet was going to be cancelled. Countless text messages from Xfinity regarding upcoming service fees etc. So it’s not as if you guys couldn’t reach me.

sincerly, frustrating

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XfinityRyanE

Official Employee

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1.1K Messages

Thanks for taking the time to leave a comment. We know it can be hard to find time for things like this, and appreciate you taking the time out of your day to chat with us.

The main reason we can't have 2 accounts active at an address is because of the way the infrastructure works. Currently, each address has one dedicated line coming from a "Tap". Modems require a lot of signal to function properly, especially at higher speeds, so if we had multiple modems drawing signal form the same Tap, there would be a risk of one if not both modems functioning at a much lower quality than what we advertise.

To avoid this from happening, we only allow one account per service address, but we can definitely take this feedback into consideration for future changes/upgrades.

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2 years ago

0

Customer Service

user_fc34b7

Help with service

CCDanielB

user_fc34b7

XfinityRyanE

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