New Poster
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4 Messages
Transferring existing internet service between accounts with no interruption
Hey I've got kind of an odd situation I'm trying to work out..
Several years ago a friend & I moved in together. At the time, we both had our own separate comcast/xfinity internet accounts for separate residences. When we moved, she set up the new home's internet under her name/account, and I canceled services on mine (so my old acct/login is active, but has no services attached).
She's now moving out, and I'm staying at this same address, which means I'll need to take over "ownership" of the service. So, is it possible to transfer the existing internet service for this address from her account into my old/empty account? Or is the process for this going to be more complicated than that? (maybe something to do with linking accounts? I couldn't find anything in the docs)
I'm still the billing contact on both the active/live account and my old/empty account, and I have both account numbers, but the active internet service is set up under her account name & email, and she's apparently recently changed the password so I can't access it anymore. I can ask her to help/let me in if it's *necessary*, but ideally I'd like to take care of this by myself.
The most important part is having zero service interruption, since I work from home.
Happy to provide all the details privately to a support rep, I guess I'm mainly seeking guidance on what I should be asking for in order to best avoid any confusion or headaches.
Thanks!
Accepted Solution
XfinityChristina
Official Employee
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923 Messages
2 years ago
Hi, @hobocamp. I work from home as well, so I understand how important it is to keep an active connection!
I know this will be a lot of information here, let me know if you have any questions or need things clarified!
So when you start a new account from scratch, you get a new account number, this is when you move to a different address, or start a new account instead of doing an account transfer of ownership. If you do an account change of ownership (this is a special process) you should get to use the same account number as what the previous account holder had.
Now if the previous account holder cancels their account, and you set up a new one, you'd get a new account number. So you'd be unable to use your old account number at this current address since it's a new account.
You can also connect the online profiles, so you can use the same login! I am in the process of moving myself and connected the online profiles, so I can use my same login at my new home as well.
To use the same log in with the current or previous account, you can follow the steps listed here https://forums.xfinity.com/conversations/my-account/answered-how-to-link-unlink-and-switch-between-multiple-xfinity-accounts/602daff7c5375f08cd1db9ec to connect the online profiles/logins.
This page outlines how to do an account ownership change https://www.xfinity.com/support/articles/account-ownership-change. Now keep in mind if we do the ownership change this will make sure you shouldn't have a break in service. This does require that both the current account holder and the person taking over the account fill out the form, and provide necessary supporting documentation for the change. This will ensure you use the same equipment as well.
The other option is to have her cancel her account, then you can set up new services in your name. Now this will require her returning her equipment, and you either pick up a new modem or get one shipped to you. Now you can have her cancel the account, and you set up your account on the same day. The only break would be the time it takes for us to activate it the day of.
Based on what you've told me, I would recommend doing the account ownership change. It just means both of you completing a few steps. It's a pretty easy process. Let me know how you'd like to proceed! We are happy to help!
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