Visitor
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1 Message
Moved to new address Xfinity App shows old address new service address is not tied to my account
Moved to an ew address and did the transfer before hand. All was fine for three days until the internet stopped working. Xfinity live chat was able to fix the issue, but not my WiFi is prompting "paused." I need to un-pause it in the app, buy my app shows my old address and not the new one. It also says my account is disconnected, and I am not longer using Xfinity's services. When I log into my account on the web to link the new address, it doesn't show up as an option. I tried calling the customer service number, the account they have on file with my new service address is not my phone number or email.
EG
Expert
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120.4K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityOrlandoM
Official Employee
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3.7K Messages
2 hours ago
@user_4j04s6
Thanks for reaching out, and congratulations on your move! It sounds like you just need to open the Xfinity app and set your new address as the default. This link has helpful information on managing your Xfinity ID when it’s linked to multiple accounts.
If your not seeing both accounts, I recommend reaching out to our amazing Customer security assurance team via 855-870-1311 to have your Xfinity ID linked to your correct account.
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