Visitor
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2 Messages
"You’ll need to pay an outstanding balance on a previous account"
Hello. I am attempting to set up Internet service for my new home. We've provided the appropriate documentation to the in-store representatives already (on Sat 26th April). When I sign up for new service online, I am being informed I am responsible for the prior tenants outstanding bill. Given we've provided the documentation to the in-store rep, this problem should have been resolved. Please remediate ASAP so that I can set up Internet service.
XfinityMarcos
Official Employee
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2.3K Messages
1 day ago
Hi @user_41akmh, thank you for reaching out and for already visiting a Xfinity Store. It sounds like there is a serviceability hold on the address, but I'd like to review things a bit further to make sure we take the proper steps to help you. We may need to submit a ticket to have this reviewed, and you may need to provide proof of residency as well. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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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