1 Message

Sat, Feb 5, 2022 5:34 PM


How to change name on Alarm Certificate and monitoring company

I got married and changed my name with XFinity a couple years ago. I just downloaded my Alarm Certificate and discovered it has the wrong name. I also found my old information is on my touchscreen display when I go to the touchscreen display and to advanced settings -> account information which also listed the wrong email address.  You can't update it there but it says that if there is any incorrect information you need to contact technical support.  I tried contacting technical support 3 times and they couldn't tell where the information was coming from as it was correct on what they were looking at.  I even asked if it is possible that it was the monitoring company that had the wrong info but I was assured they provide any updates to them.  In frustration, I contacted the monitoring company and sure enough they had my old name though they don't keep record of email addresses.  They said any name changes need to come from Xfinity.  I contacted Xfinity again but they just repeated that the information they have is correct.  Can someone please help me get this information updated on 1) my alarm certificate, 2) account information on touchscreen display and 3) the monitoring company.  


Official Employee


7K Messages

8 m ago

Hi Lisajanelb71, thank you for reaching out to us here with this concern. You're certainly on the right track in getting this infomration updated by reaching out to us here. To better assist you with this could you please send us a private message with your full name and street address? 


"Searching 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://comca.st/3kajO4e
• 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://comca.st/2XfS9FQ for an example.

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