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user_z979gw
1st Topic

Visitor

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3 Messages

Saturday, May 3rd, 2025 3:27 PM

Legal name change

I legally changed my name and would like to update my account so it is correct. I recently went into a local store for assistance with this matter, but I am most certain that the associate I spoke to only updated my name on my profile information. I need my correct, legal name to show across my entire account, especially for future bills I receive. I currently have Xfinity internet.

Question

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Updated 

15 days ago

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XfinityEva

Official Employee

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1.7K Messages

22 days ago

Thank you so much for taking the time to reach out about this. This can take up to the next billing statement depending on what day of the billing cycle this change was made. We can definitely make sure to update this for you. Do you recall if you submitted any supporting documents for the change? If not, we can still assist here. May I please ask that you send us a direct message with your full name and service address to get started? 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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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user_z979gw

Visitor

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3 Messages

Hi there, I was not requested to submit or provide any supporting documents for the change. I did show the store associate my U.S. Passport showing the name change, but he didn't ask for anything else. I say he likely only updated my name as shown on my profile because that's what he appeared to do on the tablet he was using. The screen he was at didn't seem much different from the screen I see on my end when viewing my Account and Identity information on the Xfinity website. In any case, I will send the direct message as requested!

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22 days ago

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XfinityEva

Official Employee

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1.7K Messages

Ok, great! The passport would have been enough. We do have a simplified process now so that may be it. Either way we can check that for you. We will be awaiting your direct message. :) 

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.tick

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22 days ago

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user_z979gw

Visitor

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3 Messages

Hi there, I have done as asked and a ticket was created for this issue, [Edited: "Personal Information"]. I was also asked to upload appropriate documentation for proof of the legal name change. The responses time between direct messages has been 15 minutes or more on several occasions. No one has provided me with any update regarding my ticket despite being advised that it could take up to 5 days to resolve. We are now past that time frame. If someone could please provide me with an update regarding this matter, I would appreciate it. I can't wait in direct messaging for extended periods of time for what should be a simple response.

(edited)

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15 days ago

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XfinitySara

Official Employee

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1.7K Messages

@user_z979gw - Hello! As mentioned in our last direct message only a few moments ago, we're working hard to reply to everyone reaching out as quickly as we can, and we appreciate your patience. If you're willing to return to our direct message thread, I'll happily look into your ticket and provide whatever update we have at this time.

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.tick

Like

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15 days ago

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