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Visitor

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8 Messages

Fri, Jul 16, 2021 10:11 PM

Cannot begin new service with Xfinity (as an ex-customer)

I ended my internet service with xfinity three months ago after moving out of an apartment (I'm a student), and I'm moving into a new apartment soon. When I try to shop for new service from my old account (or really, do anything with my old account), I am greeted with the message "Looks like you can't make changes to this plan. Contact the account owner for details." I am the account owner. 

I have also tried making a new account, but because my old information is still in the system, I receive the message "This information doesn't match our records. Try again or contact us and one of our agents will be happy to help you" whenever inputting my phone number or social.

How can I start a new internet service with xfinity? At this point, I cannot use xfinity due to this issue. 

Responses

Accepted Solution

Visitor

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8 Messages

2 m ago

For any users dealing with this issue in the future, it was resolved by directly doing a live chat with xfinity support. Per @XfinityJamesC, "To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat."

Again

Expert

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26.4K Messages

@therealcmeng

The sending of an unrequested PM to an OE is against Forum Guidelines and the Acceptable Use Policy.  😉

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Official Employee

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190 Messages

2 m ago

Hello @therealcmeng, thank you for taking the time to reach out to us. I completely understand how frustrating this issue is! It would seem there might be multiple users on your previous account. Thankfully, we have this awesome link

https://comca.st/3ktD650 that helps uncover the primary username of that account.

After uncovering the primary username, we may need to use this link

https://comca.st/3ri5wk0

 to reset the password. 

Visitor

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8 Messages

@ComcastAldrik Hi, unfortunately, this is not of any help. When using the first link, upon entering any of my information, I receive the same "This information doesn't match our records. Try again or contact us and one of our agents will be happy to help you" message.

I don't think this issue is a login issue. I should already be the primary user of the account, even though there were multiple users. I know this because I was the one that completed the whole setup and purchase process, and the other users were added after that. I am perfectly capable of signing into the primary account; the problem is that I am barred from attempting to start any new service anyways.

Visitor

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8 Messages

@ComcastAldrik To clarify, I have been able to access the Users tab of the My Account on my own, and it states that I am the primary user. It also states that the account is no longer active. I would like to either be able to delete my old account entirely and start fresh (where I can actually create a new account with my real phone and social security number) or to reactivate my account in order to purchase new service. Hope this helps.

Official Employee

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308 Messages

Thank you for clarifying. That is definitely unusual. I'm guessing that since the account is no longer active, some of the profile management options may not be available. Once you are logged in as the primary user, are you able to shop for new service (https://comca.st/2VNVVp7), or was that where you received the first error saying "Contact the account owner for details"?

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

Visitor

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8 Messages

@ComcastJamesH When I use that link after signing in, I receive the message "We’re sorry, it looks like you'll need some help completing your order" and a phone number. When I attempt to shop for new service while logged in as the primary user, I receive the first error saying "Contact the account owner for details."

I found a forum post from a year ago detailing this exact problem. I left a reply, but I received a message from an xfinity employee saying that they were closing the post and to leave a new post. This has apparently been fixed for one or more previous users before.

 

Official Employee

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308 Messages

Thank you for providing that insight. I do seem to recall something similar to this happening last year. If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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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