JohnTW1's profile

Visitor

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5 Messages

Sat, Jun 4, 2022 5:30 PM

Switching accounts between two people

I found out today that one of the reasons why I keep having headaches dealing with my account is that it isn't my account.  It is in my ex-wife's name.  We opened the account ~20 years ago, and divorced 15 years ago, and apparently the change we requested at the time was never put in.    We're trying to change ownership of the account now, but we're having a tough time finding the right paperwork.

If we canceled the account and opened up a new one at the same address, the same day, with the hardware already in place, what kind of hassles are we looking at?  Are we looking at a week's worth of downtime while the new account is 'recognized?'  Are we looking at increased bills?

Official Employee

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409 Messages

4 m ago

Oh, wow; hello there, and good morning! How are you so far today? I hope your weekend has been off to a great start! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response! 

 

I understand that you previously tried to change the name on your account over to your name, and when that was requested, it had not been completed, correct? If that's the case, I would definitely want to get to the bottom of this too, asap! Rest assured; you're with the pros, and our Digital Care Team of corporate experts are here, every step of the way!

 

So we can look into this further, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right-hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

 

 

Visitor

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5 Messages

@XfinityTyler​ Thank you.  I talked to Xfinity support already, for more than two hours this morning (although only a little over an hour of that was on this issue.)  I know how to change ownership now, and have the paperwork filled out, but I'm not sure we're going to be able to get the documents required, as it involves both a transfer and a name change (my ex-wife was remarried years after our divorce), and the paperwork for the name change is unlikely to be available.

And I'm not really interested in figuring out why someone at Comcast didn't finish the transfer 15 *years* ago.  That's long past.

What I'm trying to figure out is what my alternatives are if I can't change the current account to my name.  I have four people in the house, and interrupting all service would be a major issue, as would an increase in billing.

Official Employee

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409 Messages

I totally hear you, and I can imagine the concern behind not being able to perform the change of responsibility. We may need to fully disconnect the account, and then set up a new account under your name, which we would be able to do, as long as we are still able to fully verify you as an authorized user, which after this amount of time, shouldn't be an issue. Can you please send us a private message, so we can look into this further? Thank you so much, and I look forward to working with you on this! 

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Visitor

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5 Messages

@XfinityTyler​ Thanks for the reply.  Right now I'm still working through the previous solution, but I'm trying to consider my options if that falls through.


The only question I really need to know is if I canceled the previous account and set up the new one, would it involve an interruption of service?

Official Employee

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409 Messages

You are so welcome; yes, your services would be interrupted until a new plan was chosen, and the account was fully activated under your name. Would you like us to work with you on this, so we can do this at a strategic time? I want to make sure we keep this process extremely smooth for you, since I'm sure being without your network most of the time is just not an option, for most at least, including myself! 

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

Visitor

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5 Messages

@XfinityTyler​ No, I need to see if the account changeover that I'm already attempting is going to work first.

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