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user_fr3gzx
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2 Messages

Saturday, August 31st, 2024 3:11 PM

Can't sign up for internet plan

I am trying to start service as a new customer but after I fill out the form all the way through billing information/final order page, it does not have a confirmation page or e-mail. Instead, it sends me straight to the main website page. I cannot tell if any order has gone through (I tried twice) and also on my actual account page none of the information will load (it just gives errors). How can I tell if the order went through? 

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4 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

4 months ago

Good morning @user_fr3gzx, and thank you for reaching out on our Community Forums today, we hope you are having a fantastic Saturday so far! I see that you are trying to start service as a new customer but after you fill out the form, you are not getting a confirmation page. I also see that you stated you have an actual account page. To confirm, are you trying to set up a transfer of service? Or, do you already have an active plan and account at the address? May I also ask what errors you are receiving?

 

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user_fr3gzx

2 Messages

I am hoping to start internet service with a new customer promotion, as I do not have an active Xfinity account. I do have an old account from several years ago but has been inactive for ~3 years now, so that was the ID I was using on the checkout page. I do not think it would be a transfer of service as I have not had service for such a long time.
I am not receiving any error messages, but I do not get any sort of order confirmation e-mail or even a confirmation page/#, and the only e-mails I have gotten are "Your Xfinity ID is now linked to another Xfinity Account" e-mails. When I try to follow links in those e-mails, it says that the information is invalid. 

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4 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Gotcha @user_fr3gzx! Thank you so much for the additional details and clarifying that you had a previous account with us several years ago and that's the XFINITY ID you were trying to use, we appreciate the information! Correct, it would not be a transfer of service and thank you for confirming that you are not receiving any error messages. The order issues could be tied to the fact your XFINITY ID is tied to another account but no worries, our team can help! We can help with setting up your order for new service and once it is set up, we can assist with linking your accounts if you want to be able to use your old XFINITY ID. Otherwise, we can assist with providing instructions on how to set up a new one, rest assured you've reached the right team to help.

 

To get started with your new order, we will need to collect some sensitive information. Can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

We look forward to working with you further! 

 

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4 months ago

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