Visitor

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1 Message

09/17/2026 7:36 PM

Mobile Data Plan Change

I was using my wifi service, doorbell, outdoor camera and 2 mobile lines with you. I moved from my address to another address. Yesterday via your chat channel I texted with an alive agent. She advised me to change the address for the wifi service. I gave OK to her and she did the address change. She didn't mention anything about my mobile plan. If I knew it I wouldn't give permission to make that change. Then I realized that she opened another account for me with the new address and transfer my wifi service to that account. We agreed on the fee level and closed the conversation. I was happy to solve that issue. Then I realized that the bill for my mobile lines increased from $22,30 to $60,20. I contacted again to the agent via chat, they said that because I moved my address to the new address they are not able to move my mobile lines with the current rates. I don't think it is fair. I was using the same services in my previous location and just want to continue in my new location. They are the same services the only difference is the location. Please adjust the mobile line plan as it was before doing the move transaction.

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Official Employee

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1K Messages

13 hours ago

Greetings, user_h9knzy! Thanks for reaching out on our XFINITY Community forum about your mobile issue after recently moving. Congrats on your new move! Not to worry! You have reached the right team to help look into this for you. We will need to access the account details, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.  

 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 

Let me know if you have any questions. 

 

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