Visitor
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4 Messages
My account is restricted
I recently moved and created a new account. For some reason I’m unable to do anything with my account. As far as I know it’s fully active because I’m using WiFi the contractor set up for this message. I have no idea how to get in contact with a human who can help. I’d appreciate help being able to use my account, thanks.
Accepted Solution
user_wd8ge9
Visitor
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4 Messages
4 days ago
For any misfortunste soul who comes across this your best bet seems to be to just complain to Xfinity tom. It might take a few dozen attempts, but eventually they’ll get sick of your comments and start actually providing customer support. Maybe. Who knows. I’ve been given numbers to their employee directory without a good reference of who I’m trying to contact (it asks you to spell the first few letters of their name) in an email that managed to both misspell my last name AND address me with a different one.
the people here on this forum aren’t helpful. In fact, if you aren’t careful and give them the information they ask they’ll remove a method for accessing your account and call the problem fixed. They’ll ask for information you’ve already provided and is present in the conversation too pretending they’re somehow keep your information secure. It’s all a refusal to the services they are supposed to provide, and good faith on the side of the business.
oh and if they call you while you’re driving to work they’ll tell you that you better answer next time. Even if, you know, you’re driving to work and don’t have your full account number, childhood address, bank account, social security number, names of exes, bathroom schedule, and any other esoteric information they can come up with to refuse to help you.
and it’s all because you refuse to change a password to an account you made years ago, but back then were smart enough to go with AT&T instead because you got a good deal on a Samsung Galaxy.
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XfinityPaula
Official Employee
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1.6K Messages
28 days ago
Good morning user_wd8ge9. Thank you for creating a post and reaching out to us here on our Xfinity Forums. I hope that everything else with your move has gone smoothly, I'm sorry that you are having trouble with accessing your account. I know it can cause issues if you are unable to access your account and use the awesome features like the Xfinity app. I would love to help out!
For an account restricted message we usually have to work with our customer security assurance team to have the account / Xfinity ID or email address restriction removed.
Can you send us a direct message please with your name, service address and the email address or Xfinity ID you are using to access the account?
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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user_wd8ge9
Visitor
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4 Messages
20 days ago
For some reason I'm expected to mark your answer as the right one? Why in the world would I do that? You people keep messing with the wrong account intentionally. Now I can't even log in using my email at all. It tells me I'll get an email to authenticate it that never comes. The corporate office asks the same [Edited: "Language"] questions the rest of you ask that you clearly ignore. What [Edited: "Language"] is the point of asking for my account number if you're not going to use it? What [Edited: "Language"] is the point of calling me with the phone number on my account if you need the address, account number, and my bathroom schedule too? What [Edited: "Language"] is the point of your existence if you're causing problems and not solving them?
(edited)
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