Visitor
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1 Message
I transferred to a new unit and my Flex box won't work
Hi, I transferred service to a new apartment and went through the channels to do so over the phone. When I plugged my Flex box in, all I get is the "Welcome, loading your experience" screen for about 15 seconds before the whole screen goes black. I'm not a new customer, just transferred service, so I assume the box should work with the account. However, when I log into my account now I don't see it listed under devices.
XfinityPaula
Official Employee
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1.7K Messages
7 hours ago
Hello user_3vl5sj! Thanks for reaching out to us for help with the service to the Flex box. I'm sorry that we are having this trouble with your transfer. I'm sure with the move you have plenty of things to keep you busy. But you came to the right place for help on our Xfinity Forums.
Since the flex box seems to be stuck with activation I have a feeling that the device was left on the previous account / address. You pretty much confirmed that with looking at your devices in the Xfinity app. Isn't that a great app?! I love the easy access I have to my account and the simple steps I can take when there's a service issue. It even allows me access to my Xfinity mobile account, but that service has been flawless!
Let's get the flex box working for us again, which most likely needs to be moved to the new account. Please send us a direct message with your name and service address. Your previous address would help as well if the flex box is still linked to that address. From there we can get things moved over and activated. I look forward to helping you out!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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