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user_3oupqe
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Monday, August 24th, 2026 8:16 PM

Problem with changing the address

Hi Xfinity Support. I need help with an existing Internet move order.

About a week ago, I went to an Xfinity store and requested to transfer my existing Xfinity Internet service from my current address:

[Edited: "Personal Information"]

to my new home:

[Edited: "Personal Information"]

The representative at the Xfinity store added my new address and told me that the move order had been created and everything was ready.

However, the new address still does not appear in my Xfinity account. I only see my previous addresses.

I also tried to start the move online myself, but Xfinity says: “Looks like you already have an order in the works.”

I also received an email from Xfinity confirming that my move order was placed.

Could you please check my account and locate the existing move order and confirm:

  1. What is the order number?
  2. Is [Edited: "Personal Information"] listed as the new service address on the order?
  3. What is the scheduled move/installation/activation date?
  4. Why is the new address still not showing in my account?
  5. Is there anything else required from me?

Please do not create a new order or a new account. I only want to transfer my existing Internet service from [Edited: "Personal Information"] to [Edited: "Personal Information"].

I also need to keep my existing Xfinity Mobile account and services.

I can provide a screenshot of the Xfinity email confirming the move order if needed.

Please help me locate and verify the existing move order. Thank you!

Question

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Updated 

11 hours ago

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XfinityAlyssaA

Official Employee

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3K Messages

11 hours ago

Good afternoon @user_3oupqe, and thank you for reaching out on our Community Forums with your transfer concerns, we appreciate it. We'd be happy to confirm your transfer order details including activation date and make any necessary changes, if needed. To get started, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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