2 Messages
Unknown random stranger set up a xfinity internet account at my service address which already has an active xfinity internet account
Received xfinity email alert that they received a cancelation request on my internet service that I never requested. Got a call a couple hours later from somebody from the Xfinity department that deals with outbound new customers
telling me an unknown random stranger was able to set up a xfinity internet account at my service address which already has an active xfinity internet essentials account. Rep told me that because you can’t have multiple internet lines at one service address, mine had to be cut in favor of the new one that was being set up. Customer service reps (internet essentials rep, retention dept rep, tech support rep, fraud security dept level 2) were unable to cancel the unauthorized second internet line account because they couldn’t contact that person through the phone numbers on the unauthorized account (no email on the account either) to confirm their address. Internet essentials rep told me it is possible however to have multiple internet line accounts as long as it’s not multiple internet essentials line accounts at one service address. That rep was able to reverse the cancellation work order on my internet essentials account, but said he could not cancel the stranger’s account and that he would not be able to prevent the xfinity internet equipment from being sent from the fulfillment warehouse to my service address. This week a bubble mailer containing a coaxial cable and a brown box containing xfinity internet equipment shipped to my service address delivered by ups which had the unknown random stranger’s name on both address labels. Xfinity customer service reps have since told me that even if I confirm my address and identity with documents such as utility bills and id, I still would not be able to cancel the stranger’s unauthorized account at my service address because my documents don’t prove that the stranger also doesn’t live there currently or plans to move there later on. Right now I’m at a lost of what to do and feel like a stranger is squatting on my service address with his xfinity internet account with no way to kick him out. Also I was told by the reps that once the xfinity internet equipment is delivered, the billing cycle will start. So now I’m worried my service address will be stuck with bills and equipment for a service nobody at this service address ordered. Would appreciate any suggestions on how to remedy this situation.
XfinityAlfonso
Official Employee
•
1.5K Messages
5 months ago
Hello user_abxbpa thank you so much for taking the time and sharing your experience here on our Xfinity Forums. We'd love tp assist as much as we can to fully resolve this issue for you.
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