Access my mother's billing information.

Today, January 2, 2025, I have been on the phone for most of the day trying to resolve two issues with Xfinity.  The first was to find out why I did not receive the 10 a.m. phone call I had expected from Xfinity to complete the Voice installation service at my mother’s home in Virginia.  I reside in New Jersey but manage her account.  Neither my mom nor my sister know how to navigate the internet, email, or any tech device other than a mobile phone.  And the latter is limited to just making calls.  Xfinity had installed internet a few weeks earlier, and I wanted to include VOIP if Verizon would transfer the current phone number to Xfinity.    I spent significant time trying to complete this in December, but it’s not happening.    I’ve lost count of the number of representatives I’ve worked with, but no joy!  Today,  I finally told the last representative to cancel the request.  

My second concern was my inability to access my mother's account information online.  My Xfinity account included information about my mother and listed me as a manager.  However, her Xfinity ID info section was blank despite my having created a separate account for her.  For some reason, that account listed me as a member instead of a manager, so I still couldn't access her billing information.  

The representative I spoke with created a new ID for her and did a few other things that required me to be transferred to Security, who transferred me to another agent, requiring a two-hour and eighteen-minute hold.  

I ultimately discovered that the new ID password change required me to be logged into my mom’s Wi-Fi, which I could not do because I live in New Jersey. So, I can’t access my family’s Xfinity account until I go to Virginia.  So, my entire service intervention was one big bust!