Visitor
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6 Messages
closing an old account
We moved to a new address and continued with Xfinity internet and TV. I have tried to close the account at our old address without success. Everytime I sign in to my account the old address pops up with my new address (although the new address remains the default account). I have been on the phone with customer service twice, and previously posed this question to the forum. They assure me it has been removed, but it has not. I have followed the instructions given in FAQ, but they only take me to a page that says I must transfer ownership to someone else before I can get rid of it, with no instructions on how to do that. Customer service asked me to direct message them, but I have no idea how to do that. I am not technologically challenged, but this is driving me nuts!
BruceW
Gold Problem Solver
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27K Messages
7 hours ago
To send the requested information (full name and service address) in a private Direct Message ("DM") to Xfinity Support from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. Go ahead and select it. But if a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. If that happens, go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
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XfinityMarcus
Official Employee
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2K Messages
6 hours ago
user_0f9dae thank you for using the Xfinity Community Forums page to reach out today. Congratulations on your move to a new location! I know that is a very exciting and busy time, so I would be happy to assist you with your older account and make that transition as seamless as possible. Can you send over a direct message with your full name and complete service address to get started?
You can do so using the steps that @BruceW shared earlier.
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