Good afternoon user_zl3bev thank you so much for taking the time to reach us here via our Xfinity Residential Forums. In general terms, can you let us know what's going on? We're happy to help in any way we can.
Thank you so much for looking out for your neighbor—that kind of care and community spirit means a lot, especially when it comes to someone who depends on their landline as their only way to stay connected. At 96, that line is truly a lifeline.
That said, if you're not listed as an authorized user or manager on your neighbor’s Xfinity account, there are some limitations in what we can do from our side—especially if the issue leads to needing a technician visit or changes to her service. For privacy and security reasons, those types of actions can only be taken by the account holder or someone they’ve officially added as a manager or authorized user.
If she’s able to do so, you or a trusted family member can help her log into her account at xfinity.com or through the Xfinity app and add someone as a manager under the account settings. Once that’s done, we can assist fully on her behalf.
In the meantime, if her phone line is still down and she has Xfinity Voice, try unplugging the modem for 30 seconds and plugging it back in—sometimes a simple reboot will get the line working again.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
EG
Expert
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110.1K Messages
4 months 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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XfinityAlfonso
Official Employee
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1.6K Messages
4 months ago
Good afternoon user_zl3bev thank you so much for taking the time to reach us here via our Xfinity Residential Forums. In general terms, can you let us know what's going on? We're happy to help in any way we can.
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