Community Forum

Cannot Remove Old Account or Old Address

New Poster

Cannot Remove Old Account or Old Address

My Xfinity incorrectly shows 2 accounts and 2 addresses.  This is affecting my internet service since I am continuously redirected to activate my correct account.


The change of address was handled through the documented move/transfer process, but it evidently failed.


Almost 1 week ago I discussed this with a customer service representative who stated they would remove the old address and account.  This did not happen.


Also, the site to schedule a customer service call is down (screenshot below).


Please help.


Screen Shot 2020-03-18 at 4.20.04 PM.png

Official Employee

Re: Cannot Remove Old Account or Old Address

Hello, @atl-customer


I would love to help you out. Thank you for reaching out to our Community forums. I can help fix this issue. Can you please private message me your full name, service address old and new, and account number of new address? 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!