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user_hatoh5
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3 Messages

Saturday, September 14th, 2024

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Service Address on my account is wrong

For some reason, the service address on my account has been changed. Last month's bill and all the previous ones for the past 10 years have shown the correct service address. This month's bill has a different service address. I have attempted to solve this problem twice over the past few days using the Xfinity chat. Both people I have worked with have not been able to resolve the issue, and took a painfully long with me on the chat. Xfinity is currently listing my actual service address (that I'm writing this post from, using Xfinity service) as a location that can't receive Xfinity service. This wouldn't be much of an issue except that Xfinity has sent me an email and my account shows that I should upgrade my modem - and the shipping address is wrong because the service address is wrong....

Question

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Updated 

1 year ago

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Accepted Solution

XfinityBenny

Official Employee

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1K Messages

1 year ago

@user_hatoh5 Hello and good afternoon. Thanks for posting a comment and sharing your experience with our community. We appreciate it a ton, and are happy you thought of us to assist. We are a great team of experts and members, that you can count on anytime. I know how important it is to have everything listed correctly. Especially when considering deliveries. Do you have any fun plans for the weekend, or just relaxing? It is all work for me, but the fall weather is almost here. That is the best time for yard work and fun outside. Hope you are having a good day staying cool and out of the heat. I am happy to see you are taking advantage of the online services. My favorite is the Xfinity app. It allows me to manage the account, and make any changes to my service easily. I love it and always recommend downloading it. It will also verify the address listed for your services. Check it out to verify the location directly, you can get it with the steps I found for you here https://www.xfinity.com/apps. Use that now, and tell me, did you update the mailing address or request any changes recently? 

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user_hatoh5

3 Messages

I did not make any recent changes other than to change my billing address back to the correct billing address - in addition to changing my service address, Xfinity changed my billing address. I have an open ticket on this issue from two days ago. I would like to know where it stands - are you still working on the issue? Unfortunately it doesn't appear as though anyone is capable or willing to give me a straight answer.

1 year ago

0

XfinityBenny

Official Employee

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1K Messages

@user_hatoh5 Ah I see, thanks for confirming there were changes to the address listed on the account. That helps us a ton and we appreciate it. You can count on us to make sure it is all fixed up and taken care of. We have the ability to verify the ticket status, and also have you verify the latest status of the account directly. That will grant us both the immediate confirmations you need, and we'll be happy to double check if it's needed. We know how important this is, and want to ensure you have the full confidence in our service, and the work our agents do in the background. Log in to your account, and tell us if the service address is listed correctly. Also, are you receiving service at the right location? 

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.
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1 year ago

0

user_hatoh5

3 Messages

The service address is not listed correctly. I am receiving service at the right location.

1 year ago

0

XfinityEva

Official Employee

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1.9K Messages

Thank you for confirming, may I please have you send us a direct message with your full name, current address and the new/wrong address this is being sent to if you have that. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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
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

1 year ago

0

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