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user_1yrpjz
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1 Message

Wednesday, May 14th, 2025 3:53 PM

bereavement support failed to make proper changes

My husband passed away recently. I uploaded all the necessary documents to Bereavement Support, and received an email on May 1 that said the account had been transferred to me. However, I cannot access the account. I am receiving a message that I do not have the authority.

I have been trying to solve this issue for almost FIVE HOURS today. I am currently on hold for one hour and 45 minutes to speak to a manager. 

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Updated 

8 hours ago

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XfinityJorge

Official Employee

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2.1K Messages

2 days ago

 

user_1yrpjz Hello there! Thank you so much for using our Forums and taking the time out of your day to contact us. We are here happy to work with you to make sure your account is set up and we truly appreciate you working with us through this difficult time for you. Please send us a DM with your full name and service address to get started. 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

 

4

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user_zm180f

Visitor

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3 Messages

Hi, I am checking back to see if any progress has been made on my account since yesterday.

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11 hours ago

0

XfinityAmira

Official Employee

 • 

4.1K Messages

Hi user_zm180f! Thanks for taking the time to reach out on our Forums. We appreciate you being a customer with us and my team is here to support you. We would be more than happy to check for any updates or progress made. Can you first tell us a little more about what is going on with your account? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 hours ago

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user_zm180f

Visitor

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3 Messages

I was chatting on a DM for a few hours yesterday. My husband passed away and I have been trying to transfer my husband's account and permissions to my name. I do not know how to get back to that message chain. The person I spoke to was not able to resolve the issue and was going to get back to me today.

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9 hours ago

0

XfinityAmira

Official Employee

 • 

4.1K Messages

user_zm180f, I now see that conversation on our end, my apologies and condolences. If you log into the Xfinity Forum under the previous Profile/Username you were using, you should be able to get back to that previous Direct Message thread. If not, we can absolutely pick back up where we left off. Can you please send us another Direct Message? Here are 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

 

 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

8 hours ago

0

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