switch from prepaid to home internet

I moved your post to the Customer Service forum for help.

Hi there, @jkatz5490!

To start Xfinity internet services, you would need to open an account for new, non-Prepaid service since the Prepaid services are a separate entity, so you can't technically "switch" but we can definitely help to get you set up with services that are not Prepaid! 

The non-Prepaid service cannot be turned off and on like with Prepaid, and you would be a new customer. The bill would be a monthly bill that is for the services a month in advance, much like how some utilities bill. This link has a lot of really good detail about what it will look like and contain, although the actual appearance, colors, etc may be a little different :)

We would also require a credit screening, and/or deposit, or enrollment in Easy Enroll (which would allow you to use a credit/debit card or a checking/savings account to sign up for AutoPay, and your deposit would be applied to the first bill as a credit). If there's a balance on the Prepaid account, it's good to know that it cannot be transferred over to the non-Prepaid Xfinity account, so it's a good idea to use it up first! 

If you'd like to move forward at this time (you can reach back out once your Prepaid balance is almost out too, if you need to), please send over a direct message using the following instructions: 

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://forums.xfinity.com/direct-messaging

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

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.