Visitor
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1 Message
New customer unable to complete identity verification
I’m a new customer trying to order Xfinity Internet. I created a new Xfinity ID and successfully verified both my phone number and email.
When I enter my correct date of birth during checkout, I get “Unable to verify your identity.”
After signing in, Account and Identity also shows “Something unexpected happened.”
I have tried a private browser window and also created a completely new Xfinity ID with a different email address and phone number, but the same issue still occurs.
Could an Xfinity employee help me complete the identity screening or check the account from your side?
XfinityMatthew
Official Employee
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2K Messages
4 hours ago
We can certainly check what might be getting flagged by it. We appreciate you wanting to get started with us. Please send us a direct message with your full name and the service address, and we can take a look for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
How to: Direct messaging withing the forum.
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