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user_7jo9ax
1st Topic

Visitor

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2 Messages

Wednesday, May 7th, 2025 3:08 PM

Switched address is not registering

I have recently started service at a new address, using the same account I used previously. Through many conversations through the chat, I have activated my internet and it is working in my new place. However, I cannot access any account details, and my account encounters errors every time I request billing, plan, or payment information.

I only have one address. I would like to see my current plan (I am obviously connected to some sort of plan, because my internet is working). I would like to review payment details. I currently cannot access any of these things.

Thank you.

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Updated 

1 day ago

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XfinityFrank

Official Employee

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1.3K Messages

1 day ago

Hi there, @user_7jo9ax Thanks for reaching out to us here on the Community Forum. We would be happy to help get your account in order. Could you tell us where you're logging in, the app or the web portal, and what error you're getting exactly when you attempt to log in and view your details? Thanks!

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user_7jo9ax

Visitor

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2 Messages

Hi,

Logging in from the app, my account defaults to my previous address and shows the previous plan charge. Then, when I access the website, it directs me to choose one of the two addresses linked (OLD vs. NEW). I select NEW, and the next screen says "Looks like you'll first need to sign out of this account". I follow the prompts, enter NEW address, and click "Find My Plan", which returns a page that says "Xfinity and your community are teaming up" - this now directs me to sign up for a completely new plan. I should not have to do this, my plan is already active as I am connected to the internet in my home.

Next, on my laptop, I sign into my account through the website and select "Account and Identity". In this view, I can only see my OLD address and plan. Earlier today I was able to see my NEW address, which was set as "default" and had the label "inactive". Now, that option is completely gone from my account. 

Again, I have gone through multiple chat sequences with live agents and know I have activated service for my NEW address, as the internet is live. However, I do not know how much I am paying for this service. I also do not know if this service is connected to my NEW address. I am looking for assistance in understanding how to remove my previous address and plan from my account, as I only need the NEW address and NEW plan. 

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1 day ago

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XfinityFrank

Official Employee

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1.3K Messages

Thanks for those details, @user_7jo9ax! That will help us to work on a solution. We will need to access your account and get some additional information. Please send a direct message to us 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. Please include your full name and complete street address! 

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1 day ago

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