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user_rat312
1st Topic

3 Messages

Thursday, May 30th, 2024 11:47 PM

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moving but new apartment number is not showing up as an option

I've been trying to get support with setting up my internet service move, but the checkout page always loads as an error. I can't find a number for customer service and would prefer to talk to a person than the automated chat. Additionally, I have a question about my new apartment number not showing up as an option, so hoping to talk to someone about a solution for that as well.

Question

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Updated 

11 months ago

363

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XfinityMarcos

Official Employee

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2.3K Messages

11 months ago

Hey there user_rat312, congrats on the new apartment, and for your interest in making us part of your home. Did you already have an account with us, or just need to set up a new account? It's always a pretty exciting time to start living somewhere new, so I hope your move goes smoothly. I can only imagine what you've been going through to get all the different accounts transitioned over and set up. I can help get you connected and get to the bottom of that missing service address. Is this a new build apartment complex? If so, it could be that your specific address hasn't been added to our system, and we'd need to create a ticket to have it researched. 

 

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user_rat312

3 Messages

hello! I already have an existing account with Xfinity, so just need to set up the moving process. The building has existed and there are already unit options being provided in the drop down but I don't see the option I need for my unit - or need clarification with the unit numbers. My apartment is the first floor of a coach house but address line for it, according to the landlord and property manager, is "BSMT R" or basement rear which doesn't show up as an option. Just want to make sure I'm moving my service to the proper unit and not accidentally sending it to the main front house!

11 months ago

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user_rat312

3 Messages

Also, just saw that I received notice that the move order was confirmed - but I still want to double check on that apartment number!

11 months ago

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XfinityVianney

Official Employee

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2.1K Messages

 

user_rat312 I ask that you reach out privately, so we can cover the details of your move. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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11 months ago

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