Regarding order [Edited: Privacy] and my account

Hello @jason1028kr, and thank you for reaching out here on our Xfinity Community forums.

We understand how concerning it can be to lose access to your account right after closing service at one location while you have a new order and installation scheduled at another. We’d be happy to take a closer look at both accounts, confirm where things stand with the new order, and help get you pointed in the right direction with your account access.

Please send us a Direct Message with your full name, complete service address for the previous account, and complete service address for the new account, and we’ll work through this with you.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.