Internet/moving

I am moving to a new address and it prompted me to change my plan when I started the moving process online. It is just internet. I was able to sign up for a better plan. It also said I can bring equipment with me and that I can self install at new address. I then read something that I need to return equipment within 10 days. So which one is it? Can I use my current modem at new address or do I actually have to return it for a different one?

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XfinityPaula

Official Employee

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2K Messages

7 months ago

Hello user_l9n4ub and good morning! Thank you for reaching out to us here on our Xfinity forums for help with your upcoming move. I'm sure you have so much to prepare for with packing and moving your services. I'm sorry that the website is causing confusion.

If you have a leased gateway from Xfinity you should be able to bring it with you to your new location for a simple and easy transition. Many times I see this alert to let our customers know that if the equipment is not used on a new account that it would need to be returned to avoid an unreturned equipment charge. Are you moving within the same area or into a new state?

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user_l9n4ub

Visitor

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2 Messages

Ok I figured I could use the same one but yes there was def a little confusion. Thanks for clearing that up. I am moving about 10 minutes down the road.

7 months ago

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XfinityPaula

Official Employee

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2K Messages

We are happy to help out user_l9n4ub! With it being a short distance move I do not anticipate any issues with the gateway activating at your new address. Once you activate the services are your new home the device will move over to the new account and the previous address's account will be closed. I would be happy to look in on the accounts to help ensure there are no hiccups. Are you moving this weekend?

Please send us a direct message with your name and current service address. From there I can access the account details and ensure everything is set as it should be for the transfer.

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 live chat.
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Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
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7 months ago

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Customer Service

user_l9n4ub

Internet/moving

XfinityPaula

user_l9n4ub

XfinityPaula

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