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Clont
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Tuesday, July 23rd, 2024 9:36 AM

Old service address auto-selected no matter what I do

Whenever I try to open the Xfinity app I keep seeing that my service is disconnected because it's auto-selecting a previous address. I have tried everything to fix this, I cant unlink it since even though I have my current address defaulted, whenever I try to unlink the previous address it's auto-selected despite it not being default. I have tried on mobile and desktop and I cant view my account through my current address at all. My service at the current address is working fine I just cant edit or even view any of my account or device details because of this issue.

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Updated 

5 months ago

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XfinityPeterH

Official Employee

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1.5K Messages

5 months ago

@Clont I know how important it is to view my services and if I was not able to access my current account I would be reaching out for help too. Our team is happy to investigate and help you. Please send us your full name and address in a direct message: 

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • Click the "New message" (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



See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.


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