Visitor
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1 Message
Cannot access xfinity app after transferring
I’ve moved and transferred service to the new address. Once the disconnect date on the old address passed, I am no longer able to sign into the xfinity app with my username/password. Get the following message: unable to access account…try again or sign out.
The automated assistant is ZERO help and chatting with a live agent is useless. (I’ve literally gotten a new person everytime and I have to explain from scratch each time. So frustrating.)
I cannot speak to a live person to help me and cannot activate my new services at my new location because everything is tied to the app, which I cannot access. (And yes, the password has been verified and changed.)
I’ve been into the local store at least 5 times in the past week and they state I need to speak to tier 3 tech support but the automated chat and the live chat bot are only good for keeping from speaking to a person that can actually help.
XfinityArmand
Official Employee
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2.1K Messages
2 years ago
Hi there! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so glad to hear from you and want to help in any way that we can. No worries! You have reached out to the best team that is always working to ensure you are having the best expereince with your service. Please feel free to shoot us a private message so that we can take a look at what is going on for you.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "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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Again
Expert
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31.4K Messages
2 years ago
Since @XfinityArmand didn't come back and explain what happened, for others coming along....
An account isn't just tied to a customer, but also to an address. When you move, even transferring services, you get a new account number. That is most likely why @user_d3a916 wasn't able to access their account using the App; the App was looking for the old credentials.
So, maybe @user_d3a916 will come back and tell us if that is what happened to them.
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