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user_tb2xz2
1st Topic
1st Like

6 Messages

Saturday, January 13th, 2024 10:02 PM

Closed

Moving Transfer Issue

Hi, I posted and deleted about how the website will not let me move my service, it keeps getting stuck on "Good news! Xfinity service is included at your address!". I found another user with the EXACT same issue, who was instructed to message Xfinity Customer Service. I messaged following those directions and did not receive a reply. I have tried the chatbot, a text session with an Xfinity agent, posted here (only to be told to try the moving link, which I have over 20 times with the same results), and have called twice. The post below is the user with the same problem. 

https://forums.xfinity.com/conversations/customer-service/moving-services-but-wont-let-me-transfer-address/639e4c9986efae732c83dc1f

Question

 • 

Updated 

11 months ago

405

3

XfinityDilary

Official Employee

 • 

2.1K Messages

1 year ago

Hello, @user_tb2xz2. Thanks for posting on our community forums for assistance with your transfer. To confirm, is this the process you are following? Moving to a new address.  You should be able to log in with your Xfinity ID and complete the transfer this way. Let me know if this helps. 

4

0

user_tb2xz2

6 Messages

This does NOT work, it keeps leading me to the same response, "good news, we do have xfinity included at this address" and a link to Xfinity communities. I have tried that link over 20 times, as described above. 

1 year ago

XfinityDilary

Official Employee

 • 

2.1K Messages

@user_tb2xz2. Did you get to choose a plan or confirm the details? Or does it give you an error message after that?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_tb2xz2

6 Messages

No, it does not let me choose a plan or confirm details, it gets stuck on the page immediately after inputting the new address and moving date.

1 year ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

Gotcha. Okay, well if you'd like we can definitely help with the transfer. Please send a DM with your full name and full address to further assist. 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

XfinityDilary

Official Employee

 • 

2.1K Messages

1 year ago

Thanks for trying, @user_tb2xz2! To confirm, you logged in with your primary ID when trying to complete the transfer, correct? 

2

0

user_tb2xz2

6 Messages

Yes, I would be logged in, enter the moving service link, and enter my new address and moving date. From there, the website would give me the same message with no option to continue, choose a plan, or confirm the details to make the move official. 

1 year ago

user_n70y52

1 Message

same issue is happening here on my end.

1 year ago

0

dandelionleo

2 Messages

11 months ago

Having this same exact issue now. 

3

0

user_tb2xz2

6 Messages

For me it ended up being that Xfinity was included for free at my new apartment building and I just wasn't aware! 

11 months ago

XfinityChristy

Official Employee

 • 

2K Messages

 

user_tb2xz2 Thank you for letting us know your concern was resolved. Our Xfinity Forums team is here to assist 7 days a week if you have any other questions or concerns. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

XfinityBradM

Official Employee

 • 

915 Messages

@dandelionleo We can assist with getting your services transferred. If you could please send me a DM with your first and last name along with your current full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

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