customer service

@XfinityMatthew​ I moved to a new unit in the same building and was told I just needed to take my box and plug it in and everything would be fine. Everything would transfer over, recordings, favorites, etc. The building manager would take care of updating my account and address. I spoke to the building and they knew nothing about it, so I spoke to Xfinity again and they updated my address. But then my tv box stopped working and it was just a black screen. I was then told that I needed a tech to come out, but my account would be credited so I wouldn't be charged. He came out and replaced the boxes but I lost everything that I had saved. I spoke to Xfinity again and they said they needed to transfer me to someone to merge my two accounts and everything would reappear. They transferred me to someone who then told me once I get a new box everything is lost. So I lost everything I saved and have a $100 charge on my account for setting up new boxes that I could've done myself.

Let's take a look at everything with the move together, and we can get each issue addressed. I want to see how everything got setup in the system though. Please send us a direct message with your full name, new address and old address including any unit numbers and we can 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. 

@XfinityMatthew​ a direct message was sent.

@XfinityMatthew​ I sent a direct message, but no one responded right away. They asked to send a text message. I said yes and then never received the text. Later, I see that I finally got a response, 20 min after I said I'd prefer a text message. I don't have that kind of time to sit and wait for a response.