Moving Services

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

@user_7123d2 

I have Xfinity internet services and have been unable to move my services (of 3 years) to the new address because the person who previously lived there defaulted on their bill before vacating the property. I work from home and need my internet services. This has been a severe hardship on me financially. I have called customer services who told me there was a “fraud alert” on the property due to the previous occupants, and I needed to go into the office to resolve it. I immediately go into the office where they indicated a ticket would be created on my behalf and someone would be calling me within 24-48 hours to rectify the situation. Within that time, I received no callback or email. I called the customer services number to check on the status of my ticket only to be made aware no ticket was created. I provided the customer service representative at the store a copy of my lease to prove I am the owner. I was pushed to several different departments that were not equipped to assist for over 2 hours. I am getting no resolution to this situation and I want to know who I can complain to about the services I am not receiving. 

I'm sorry this is happening to you.

Go back to the store with proof of residency, such as a mortgage or a rental lease and a current ID.  Having a utility bill would also help.  The store should be able to clear the block on the address so that you can get your service started.  If the person you're talking with says they can't, ask them if they know how and if they say no ask them for someone that does.  We see this all the time and a store rep should be able to take care of it.

However, hopefully an official employee will chime in here and might be able to remedy this situation for you.  Good luck!

Hello @user_7123d2, I'm sorry to hear that you've had such a hard time getting your service transferred over. Thank you so much for making us part of your home the last 3-years, and for the continued effort to keep us in your home. Typically, our in-store staff are the ones who have the ability to clear this particular issue, but let's see if I can help track down any tickets or get the ball moving forward. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?