Visitor
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2 Messages
Help with set up at new address
I’m running into a strange issue after moving to a new apartment. I attempted to transfer my Xfinity service through the app using the move feature, but every time I try, it returns an error and won’t let me proceed.
What’s even more confusing is that my account is now showing as if my service was disconnected, even though I never requested a cancellation and my account is in good standing.
I tried calling for help, but the automated system just sent me back to the same online tool that isn’t working. Since I work remotely, getting internet set up quickly is really important, and I haven’t been able to find a way to update my address or speak with a live agent. Has anyone else experienced this or found a solution?
user_6sl9t9
Visitor
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2 Messages
1 day ago
Just had an agent im trying to message with ask
“Upon checking, I see that your services are not moved to your new address yet. Is that the reason you are unable to use the internet at the new address?”
like I dont know why I am unable to use the internet thats your job
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EG
Expert
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120.5K Messages
5 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityEva
Official Employee
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2.6K Messages
4 hours ago
Hey @user_6sl9t9 sorry to hear you are still experiencing issues with transferring the service to your new home. Please send us a direct message with your full name and service address (old and new) to get started.
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link
How to direct message within the forum
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