Visitor
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3 Messages
Xfinity Mobile Support - Phone line not showing on account after a move
Im having an issue that after moving to a new address in which I ended my previous internet plan but kept the phone service. Now my phone is not showing on my current/active account and all my other accounts show inactive. I saw a similar issue on the forums and the member said it can easily be fixed, but they need a direct message. Can you help with that?
To explain in another way for clarification. When I sign into my xfinity account it only shows my current internet plan at my current address. I cannot access my phone plan that was first purchased on an inactive account from a previous address. I need to associate them so I can change plans or transfer the line, etc. The phone line is active and autopaid every month since moving.
Accepted Solution
XfinityPaula
Official Employee
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1.7K Messages
27 days ago
Good morning jordan9345. Thank you so much for reaching out to us on our Xfinity Forums for help with gaining access back to your mobile account. I'm sorry that you are having this trouble after moving. I hope that the move itself went well. I know that can be a stressful time.
You are correct we can help out with gaining your mobile access back. What I think happened is that the internet was moved over, but your mobile lines were left at the previous address. Are you using the same email address or username when you access your Xfinity account online or on the Xfinity app? We will need to connect with our awesome mobile team for help, if it's as I expect, but we will make sure it's corrected asap.
Please send us a direct message with your name, current and previous service addressed, and we will help get this corrected.
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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jordan9345
Visitor
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3 Messages
27 days ago
Thank you I will send that. I have 4 previous addresses listed on "inactive" in my account so I believe Im using all the same information. I move a lot so I think my mobile account just got stuck on one of those. I will send a direct message with the info. Thanks.
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