New Poster
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1 Message
Update address
Hello, I just moved and tried to connect my internet. The modem shows its powered on, but not online. I looked at my account and the address is incorrect. I think this might be the issue. Please let me know how to proceed, I know I can't change it myself.
BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Did you let them know you were moving?
When you move Comcast assigns a new account number, but doesn't always transfer your logins/email addresses from the old account to the new one. Double check your Xfinity ID on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the Xfinity ID / usernames on your account.
If the IDs are not as you expect, see "I signed in but it shows the wrong identity / account (e.g. an old service address)" on https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HER....
If you still don't have access to the new account, contact one of their reps at the phone number on your bill or 1-800-Comcast, or use one of the other options on https://www.xfinity.com/support/contact-us/ and have them fix the problem.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
Hi @erikanicolina, if your address is not correct, you may need to chat/call in and have them transfer services to the correct address. If they can't find the correct address for any reason, ask them to use the "address build tool" to do a lookup.
Nonetheless, that shouldn't preclude the ability for you to sign in and activate and use if your home is wired for service.
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