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KFP.TAKO
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Saturday, July 20th, 2024 7:16 PM

Internet Service Upgrade Issue

As I was trying to change my plan to a student discounted price, the verification page didn’t work but still allowed me to search new offers while signed in to my Xfinity account. Upon being asked to sing in to my account again on the checkout page, I was informed that a new Xfinity account had been linked to my old account. The new equipment was shipped but I’m not sure how to proceed. I also received an email saying that new service had received a cancellation request but I’m assuming it wasn’t since a couple days later I still received an email saying to set up the new service. I would prefer to pay for both services but again, unsure as to how I should proceed.

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5 months ago

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5 months ago

@KFP.TAKO 

As I was trying to change my plan to a student discounted price, the verification page didn’t work but still allowed me to search new offers while signed in to my Xfinity account. Upon being asked to sing in to my account again on the checkout page, I was informed that a new Xfinity account had been linked to my old account. The new equipment was shipped but I’m not sure how to proceed. I also received an email saying that new service had received a cancellation request but I’m assuming it wasn’t since a couple days later I still received an email saying to set up the new service. I would prefer to pay for both services but again, unsure as to how I should proceed.

You can't have two services at the same address; Comcast will disconnect one of them.

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KFP.TAKO

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I understand that, unfortunately I am unsure as to which service it is. I received a call to activate the new service but they did not answer my question of which service was “cancelled”. (I have yet to open the new equipment) I have also heard that in store help can be practically non existent at my nearest location which is why I am reaching out for help here.

(edited)

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5 months ago

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XfinityJorge

Official Employee

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1.7K Messages

Thank you so much for using our Forums to contact our Xfinity Support Team. You came to the right place for help KFP.TAKO, and it is our pleasure to work with you to see what is going on with the account. To get started can you DM us with your complete name and address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

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5 months ago

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