Service Shut Down After Address Change — Self-Install Was Working, No Notification Given

Hi Xfinity Community,

I’m hoping a Community Specialist can help review an issue with my account, as I’ve been going in circles with support.

I recently moved from Apartment 2553 to Apartment 2527 in the same building. I completed a self-install, and my internet service was working normally at the new apartment.

To make sure my account was accurate, I contacted Xfinity support and requested a service address change. I was told the update would take up to 24 hours.

Instead, the next day my internet service was completely shut down without any notification, even though this was in the middle of my billing cycle. At first, I assumed this was a payment issue and even made an additional $70 payment, but I later confirmed billing was not the problem.

I then had to call support multiple times and was scheduled for a technician visit on 12/26 with a $50 fee, despite the fact that:

• Self-install was already successful
• The service disruption appears to be related to an internal provisioning / address change issue

I also requested to be placed on a waitlist for an earlier appointment. An agent confirmed this, but I never received confirmation, and the system still shows no appointment on my account.

I’ve been an Xfinity customer for nearly three years, using both Xfinity Internet and Xfinity Mobile. Losing service without notice has impacted my ability to work, and the repeated, inconsistent steps have been extremely frustrating.

I’m hoping a Community Specialist can:

• Review the address change and provisioning status
• Help restore service as soon as possible
• Advise on waiving the technician fee and applying an appropriate bill credit

Thank you for any help — I’d really appreciate having this reviewed at a higher level.