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user_rj1
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Friday, February 16th, 2024 11:57 PM

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Need to leave family account and open new account at new address; how?

I am getting divorced and am moving to my own address. My former spouse is the primary account holder and will continue holding that family account at the current address.

What is the right way for me to leave the current account and create my own new account at the new address? There does not seem to be a way for me to leave the current account myself. Does she need to remove me before I can create a new account for the new address?


Thanks for clarifying.

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10 months ago

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XfinityDemitrius

Official Employee

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1.4K Messages

10 months ago

Hey @user_rj1,

 

If you are the account holder on the account, you would want to visit our 'Account Change Request FAQs' support page on process to change name and account ownership. You will need the new account holder to go through this process as well. Alternatively, you can discontinue services and have the new account holder enroll in services by visiting our online sales portal at https://www.xfinity.com/learn/offers. This may be the easier route, but would need to swap equipment and activation for the new account.

 

For your new address and services, as long as it's within our serviceable footprint, you would also want to visit the online sales portal at https://www.xfinity.com/learn/offers and view what available offers and installation is available for the address. You can go through this sales flow while you are in the process of transferring ownership of the account. 

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user_rj1

2 Messages

Hi, thank you for your reply. I guess I was not clear. I am *not* the account holder. My former wife is the account holder. She is going to remain the account holder, and that account is going to remain open, at its current address, where she will still be living.

I would like to leave that account, so that I can set up my own account at my new address.

What is the best way to do that? I tried visiting the online sales portal at the link you gave, and it seems to think I want to move the whole current account, which I do not want to do. (It says "Xfinity is available at your address" but it does not actually let me enter my new address.)


Thank you again.

10 months ago

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XfinityDemitrius

Official Employee

 • 

1.4K Messages

@user_rj1 Thanks for the information. If the account is under her name, then no changes or process needs to take place. 

 

If you have an existing Xfinity ID you wish to keep from the old account, it is highly recommended to create your new account first with a new Xfinity ID. Once the new account has been created you could then link your old existing Xfinity ID to the new account by following our steps located on our 'How to link, unlink, and switch between multiple Xfinity accounts' support page.

 

Once the old existing Xfinity ID is linked to your new account, you can follow the steps in that same article to remove and unlink from the old account. 

With the online sales portal, you may be signed in to an existing Xfinity ID. Could you please sign out of the Xfinity account when going through the sales flow and create a new Xfinity ID so there is no link or association with the old address? 

 

If you experience any further issues, please let me know. 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

0

XfinityDemitrius

Official Employee

 • 

1.4K Messages

Hey @user_rj1. I know personally this can be a most difficult time, but I just wanted to reach and and ensure everything went smoothly for you. If you could send us a Direct Message with your full name and new address (Including the city, state, and zip code), we would like to ensure that we everything with the account is good to go for the smoothest transition possible. I am always a quick message away and hope to hear from you soon. 

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

10 months ago

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