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user_3cwy9u
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09/08/2026 12:26 AM

My entire account seems to have reset after I moved

So I recently moved from one part of the city to another(Xfinity still services my area) I put in the request to move in the app and it accepted it. 
I moved (bringing my gateway with me) and set it up at my new place and for the last 2 days I had service with no issues and my account was normal. 
I get home today and try to use the internet and it’s not working I go to the app and then app says “there was an error sorry” I closed the app and disconnected from the WiFi on my phone and reopened the app. It worked but my entire account seems to have been reset. The bill due in September is now 0 instead of the 80-90 something charge and it said my billing period starts in January?!?

and it told me to connect my gateway so I tried and it was stuck on “testing the internet connection” for 20 min 

I would like to talk to a live customer service representative over the phone about this so I can quick and concise answers and because my issue/concern also involves billing and the internet 

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2 hours ago

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XfinityDilary

Official Employee

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3.7K Messages

2 hours ago

 

user_3cwy9u Thank you for taking the time to explain what's been happening. I can certainly understand why this would be concerning, especially after your transfer appeared to complete successfully and your service worked normally for several days. Based on what you've described, it sounds like there may have been an issue with the transfer order, account setup, or gateway provisioning that's affecting both your service and the information you're seeing online. We'd want to review the account in detail to determine why your billing information appears to have changed and why the gateway is no longer activating properly. If you prefer to speak with someone over the phone, the best option would be to contact our support team at 1-800-Xfinity. Otherwise, we'd be happy to help investigate this further via private message. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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