New Poster
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4 Messages
I moved addresses and my account to completely messed up!
I recently moved and was dropped off my old equipment (still getting messages to return it!) and pick up a new modem. But, my online account and phone number are still tied to the OLD address and it let me log on because the service has ended. Their automated phone system and chat platform go in infinte loops. (I was an executive for AI-based chat customer service platforms and this infuriates me that Xfinity's platform is so bad!) How do I get to a human to resolve without going to a store?
XfinityJeniece
Official Employee
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3.7K Messages
1 hour ago
Hey there, @clcoulson, thanks for reaching out through Xfinity Forums regarding your address. We would be happy to help you with getting everything working correctly on your account and ensuring the equipment is set up. Can you please send us a Direct Message with your full name and your full address?
To send a "Direct Message" to Xfinity Support:
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
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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