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user_3tqi9h
1st Topic

Visitor

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7 Messages

Tuesday, June 16th, 2026 2:31 PM

No service at new address

I scheduled my service to move yesterday. I installed the gateway at the new place and opened the Xfinity app.

To my surprise, the app still had the old service address displayed and simply says my account is "disconnected". There appears to be no way to navigate in the app to activate the service at my new address. The new address doesn't appear to be attached. 

I tried to link the new address to my account, but it tells me that the information doesn't match your records.

I got the toll free number from the AI assistant, and opted to communicate through text. I the received a text saying "we are unable to process this request" and it sent me back to the AI assistant. 

I'm going in circles. Can anyone help?

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Updated 

12 hours ago

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EG

Expert

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120.1K Messages

2 months ago

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

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XfinityAmira

Official Employee

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4.9K Messages

2 months ago

Hi user_3tqi9h! We appreciate you reaching out on our Xfinity Forum, and thanks for taking us with you to your new home. I am sorry to hear that the move/transfer did not go as intended. Rest assured, my team is here to help. So that we can best assist you with this, please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” (upper right corner of this page)
 • Click the “Start new conversation" (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

 

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user_v1uptg

Visitor

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2 Messages

I am having the same issue, and this does not work, it says I'm not an active member so I cannot contact the assistant online 

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18 hours ago

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XfinityRaul

Official Employee

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3K Messages

@user_v1uptg I would be more than happy to review your account to see what we can do to get this resolved. To be able to discuss account specifics, please send a direct message by clicking the chat icon in the upper right corner of the page.

 

Click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Here's a link that includes a guide on how to send a DM https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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 as Best Answer.tick

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18 hours ago

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user_v1uptg

Visitor

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2 Messages

@XfinityRaul​ I sent a message just waiting on a response still 

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17 hours ago

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user_3tqi9h

Visitor

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7 Messages

For me, the issue ended up being:

I needed to create an entire new account for the new service address. I would've expected it to just change the existing one. Basically it seems like adding and removing a house to your account, but they call it an account instead of a house. 

From the login page, look up your account by address. If it's the same issue, that'll get you heading the right way. Good luck. 

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12 hours ago

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XfinityJustinC

Official Employee

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2.5K Messages

2 months ago

@user_3tqi9h I appreciate you sending the direct message. I'll follow up with you there to continue with getting the correct account linked, so you're able to access that either online or through [Edited: Spelling] the Xfinity App. 

(edited)

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