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user_zcqf2u
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Monday, March 24th, 2025 1:03 AM

Help with services

I moved out of my house and my brother moved in and took over the cable bill. It was disconnected and he paid the bill but the charge for unreturned equipment is still on my account along with a past due balance after paying. Somehow they set him up with a completely separate account so now there are 2 accounts open for 1 address which we did not want. I need help to fix both of these issues 

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3 months ago

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Expert

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31.7K Messages

3 months ago

@user_zcqf2u 

I moved out of my house and my brother moved in and took over the cable bill. It was disconnected and he paid the bill but the charge for unreturned equipment is still on my account along with a past due balance after paying. Somehow they set him up with a completely separate account so now there are 2 accounts open for 1 address which we did not want. I need help to fix both of these issues 

You either needed to transfer the account to your brother or to cancel it all together and let him start a new one.  Because you're no longer living there, you needed to return the equipment which is in your name. 

Technically there can't be two accounts open at one address, so I'm not sure how that was done.  You need to pay your past due balance and return the equipment before you're charged full value for the equipment.

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user_zcqf2u

2 Messages

I spoke to a lady on the phone who kept reassuring me that my bill was paid and disconnected and that since he was using my equipment I wouldn’t be charged so I’m so confused because when I look at my current bill it still says what i just explained about unreturned equipment. Is there a number I can call to speak to someone about the equipment? Transferring the account is exactly what he was trying to do. He was trying to pay the bill and then transfer it into his name but somehow through chat assistance they made his own account and now when we log into xfinity 2 accounts pop up with 2 different account numbers and one says new. 

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3 months ago

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XfinityVianney

Official Employee

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2.2K Messages

 

user_zcqf2u, 

Thank you for reaching out to let us know. I see your roommate took over ownership. At times, we may create a new account under their time, so this can happen depending on the situation. That said, I'll gladly help look over the unreturned equipment charge and give you some clarity. Please send me a direct message with your full name and service address to get started. 

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 Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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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3 months ago

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