2 Messages
Move order not set up correctly
Hi, I’m moving to a new address and was trying to transfer my existing Xfinity internet service.
I completed an order for the new address, but during the order proceds I was never asked for a stop date for my current address or a start date for the new address. I also received confirmation that a new Getting Started Kit/Xfinity gateway is being shipped. I already have a gateway though.
I’m worried I might have accidentally placed a new service order rather than properly transferring my existing service.
I’m wondering if this order can be canceled. I want to be sure to.
- keep my current internet service active until my move
- transfer my existing service to the new address
- continue using my current Xfinity gateway/equipment if possible
Could an Xfinity employee please help me confirm whether this was processed as a new service order or a transfer, whether my current service has any scheduled cancellation date, and whether the order can be corrected into a proper transfer or if it can be canceled then redone?
If the new order needs to be canceled and redone, I also want to make sure that canceling it will not affect my current service address.


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