Visitor

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2 Messages

Sunday, May 7th, 2023 6:23 PM

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Two internet accounts - 1 failed cancelation and failed transfer of Mobile

Hello

I upgraded my internet account which generated a new account number.  I have an old internet account, that looks to be still active and billing me, that was paired with Xfinity mobile service.  I returned the old equipment.   Agents do not seem to have been able to close accounts or transfer everything despite help tickets being entered. I am currently being billed for both internet accounts.

In summary I now seem to have  2 internet accounts, and 1 mobile account.  All three are for the same address.  How do I get my mobile service moved to the new internet account and cancel the older internet account?  Nothing seems to be happening on the screens I am able to view.

Accepted Solution

Problem Solver

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1.1K Messages

2 years ago

Greetings, @user_850b2b. I am sorry to hear about the account mix ups you are having. I'd be happy to take a look into things for you. Please feel free to send us a DM with your name and address when you get a chance. 

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the “chat" icon (upper right corner of this page)

• Click the "New message" (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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