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user_sft0to
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Visitor

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2 Messages

Thursday, May 29th, 2025 3:50 AM

Why is xfinity asking me to confirm a physical address that IS NOT MINE?

I logged into my account and received a message to confirm a physical address that is nowhere near where I live. 

this is very concerning to me since I am a paying xfinity customer who lives in TN and the address that xfinity is asking me to confirm is in MA

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1 day ago

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XfinityThomasA

Official Employee

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2.4K Messages

2 days ago

I know I'd be reaching out about that too, user_sft0to. Are you using your primary Xfinity ID to log into your account? Is it showing your correct address when you log in? Can you elaborate on what is happening to prompt the confirmation?

 

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user_sft0to

Visitor

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2 Messages

1 day ago

I have no clue. I only have xfinity for mobile and home wifi.

I've never had a problem until now.

It is very concerning to see a MA address as the address xfinity asked me to confirm (I have resided in TN for over 8 years, with xfinity as my only provider for mobile and internet).

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XfinityMatthew

Official Employee

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228 Messages

We can certainly look at the account to see what we see on our end. But if it does think there is an incorrect address attached to the profile we may need to get our Customer Security Assurance team involved. Please send us a direct message with your full name and address and we will get started. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
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. 

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