1 Message
Cannot change service address or subscriptions
Can not move service to new address or remove an unwanted subscription on the xfinity app or website. Both options redirect me to a page saying my community provides service for me and will not give me the option to manage my own service that I pay for. Tried calling help line (was blocked from contacting live agent due to outage in area that I no longer reside / wish to move my service from) and using xfinity assistant with no luck. Hoping you can help. Thanks.
XfinityVianney
Official Employee
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1.8K Messages
3 months ago
Thank you for reaching out and creating a new post. It sounds like you’re running into some trouble trying to manage your service online, and I can understand how frustrating that must be! You mentioned that you're unable to move your service to your new address or remove an unwanted subscription through the Xfinity app or website. Instead, you’re being redirected to a page that says your community provides the service for you, but you’re still paying for it and want to manage it yourself.
You also tried calling the helpline but were blocked from reaching a live agent because of an outage in your old area, which you’re trying to move away from. On top of that, you tried using the Xfinity Assistant but haven’t had any luck there either. I can understand how this would be confusing, but we got your back.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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