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CPierson3
1st Topic

2 Messages

Monday, January 1st, 2024 3:41 PM

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Months of Trying: Fixing Address and Separating Account in to Two

I've been trying to separate my account in to two for months. I have two routers on my account, an XB6 and an XB8. The xfinity app only will show one router, the one for my barn, which is 150 yards away. My home router does not show up, I cannot access any features like adding pods, or see my xfinity home security because of this. I would like my barn router on a separate barn account, but xfinity refuses to do this! 

Also, technical support has told me that because I have two routers on the same account, there is interference which causes internet issues. Literally I have dropouts of wifi every single day. Every day. 

In addition, I have for about 3 months tried to get xfinity to fix my address. It shows up as West Palm Beach instead of Wellington, FL. West Palm Beach is 35 minutes away and a completely different climate near the ocean. I have home security and the home hub shows the wrong weather, wrong forecast, etc. It is very annoying.

Question

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Updated 

1 year ago

65

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XfinityThomasB

Official Employee

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2K Messages

1 year ago

Hello CPierson3. We would be happy to help get this modem situation resolved. You traditionally would only have 1 modem/gateway and if additional range is needed, some type of network extender would be used.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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
https://www.xfinity.com/support/articles/setting-up-auto-payments

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CPierson3

2 Messages

This response really does not actually solve anything for me, because basic support is unwilling to help divide the account and fix my address so that is in the correct city. 

I would like to speak to an executive support team member.

1 year ago

0

XfinityThomasB

Official Employee

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2K Messages

Our team is actually based out of corporate headquarters. We are not a traditional/basic support channel, if you would like for us to help investigate, please follow the above steps, thank you. 

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

1 year ago

AndiamoFarm

1 Message

My addresses are still incorrect, showing west palm beach instead of Wellington. My home security gives me and the guests in my home weather for a place 25 minutes away and a completely different climate

1 year ago

0

XfinityThomasB

Official Employee

 • 

2K Messages

@CPierson3 Our address database is based on what is traditionally referenced by the USPS information. It would be my pleasure to open a ticket to investigate. Is there anyway you can please check your direct messages? We have been attempting to follow up. 

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

1 year ago

0

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