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user_6a29ew
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09/13/2026 6:11 AM

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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3 hours ago

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XfinityChristy

Official Employee

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3.1K Messages

3 hours ago

 

user_6a29ew Hello, and thank you for reaching out via our Xfinity Community Forums. Moving can be stressful enough without having to worry about whether your internet service was set up correctly, so I can completely understand why you'd want to make sure everything is in order before your move. I'd be happy to take a closer look at the order and help determine whether it was processed as a transfer or as a new service order. We can also review whether there are any scheduled changes on your current account, discuss the equipment shipment, and make sure your move is set up the way you intended. To get started, please send us a Direct Message with your full name, current service address, and new service address. Once we have that information, we'll be happy to review the account and work with you to get everything sorted out.
 
I appreciate you bringing this to our attention and look forward to helping make your transition to your new home as smooth as possible.
 

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