Visitor
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1 Message
Started new Internet service didn't receive an account number so can't set up the new service
Hello,
I started a new internet service at the store in [Edit: removed personal information]. They sent me home with a router and no paperwork. When I tried to use the Xfinity app to set up the router there were issues with an old Xfinity account that I had. After finally talking to a real person using a bunch of weird workarounds no one could help me because I didn't know my account number. There was at least one person that I talked to that could see that a new service had been added for my address and phone number but he wasn't able to fix my problem because I didn't know the account number. The specific problem is my new service/account is not showing in the Xfinity app, and the automated phone system says my phone number isn't associated with an account. I need the new account/order and gateway provisioning checked.
XfinityEva
Official Employee
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2.6K Messages
7 minutes ago
Hey @user_8ysv94 Thank you for taking the time to reach out about your new account and I do apologize for the inconvenience in trying to get everything activated. There may be a mixup which account is being accessed but you can also link your new account to your previous accounts so that you can choose which one is default (would be newest one). You can check that out here. We can help straightened this, out here.
Can you please send us a direct message with your full name and service address to get started?
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.
For an example of how to send us a Direct Message, check out this link
How to direct message within the forum
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