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user_s30c0s
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Visitor

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2 Messages

Tuesday, March 3rd, 2026 1:55 AM

No internet connection

My account is in someone else’s name and email address. A technician came out and was supposed to update it to my name([Edited: "Personal Information"]) and my email address ( [Edited: "Personal Information"]).My account is [Edited: "Personal Information"] and my password is [Edited: "Personal Information"].

 I can’t sign in because I am not given that option. I have tried to make an appointment for a technician to come out and verify the correct information 

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3 hours ago

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XfinityPaula

Official Employee

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1.9K Messages

4 hours ago

Hello user_s30c0s! Thank you so much for reaching out to us here for help with your internet connection and helping to correct the account holder details. I would love to help out and get you back online and work to have the account moved over to your name. Is the account in the name of a previous roommate? If so we can submit an account change request. 

For your connections are all devices offline? Do you have any devices that connect to the modem directly with an ethernet cable?  

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user_s30c0s

Visitor

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2 Messages

All devices are connected.

The problems are: the account is showing another (previous) person’s email address and his password. In short, all his information.

A technician came out and, supposedly changed to my email, my password,etc.

 I don’t know how or why my information was deleted but it’s back to previous person’s information.

I have my password and all other information. I can provide that information if it would be helpful 

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3 hours ago

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XfinityGabriel

Official Employee

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3K Messages

 

user_s30c0s, Thanks for sharing these details. I can certainly understand the concern with someone else’s email and account information showing up on your profile. This is absolutely not normal. I can also understand how concerning this must be, especially after a technician already tried to correct it. Our team of experts is dedicated to resolving account concerns such as this over social media. To make sure your account is secure and fully updated with your information, I’ll need to gather just a little more detail. Please don’t share your full password or any sensitive info here, but it would be helpful to know:
  • Is the previous person’s email appearing in the Xfinity app, the account login page, or both?
  • When you sign in using your email and password, does it still pull up that other person’s information?
  • Was the technician who came out doing an installation or a repair appointment and was the account being transferred over to you from the previous owner? 
 
 

 

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3 hours ago

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