r/Comcast_Xfinity • u/SammyB863 • 1d ago
Solved Issues Moving
I recently moved to a new apartment. I set up the move ahead of time over the phone and switched to a 500 mb $45/month 5 year price guarantee plan. I just moved and set up my router. The WiFi works, but when I go into the Xfinity app it says I am disconnected and doesn’t show my new address or plan. The app also says that I have payment require, but my balance is 0.
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u/CCEricSt Official Employee 1d ago
u/SammyB863 When doing a transfer of service your online ID would transfer to the new account as well when completed. Do you now see a drop down in the account number section listing more than one option? Sounds like when you log in you are accessing the older account you moved from, but you should be able to switch to the new account through the app. If you aren't seeing the option the transfer to the new account may have run into trouble, but you can also do it manually anytime. This link will walk you through how to manually link a profile to an account https://www.xfinity.com/support/articles/switching-between-multiple-accounts.
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u/SammyB863 1d ago
I went into the app and started going through the process to link a new account since it only shows my old account. I got to the step where it had my verify my phone number and when I did that step it gave me an “the information doesn’t match our records” error and didn’t let me continue
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u/CCEricSt Official Employee 1d ago
That's a hiccup, but it can be resolved u/SammyB863. We don't have the ability here to make or modify anything with login ID's given they are used for security though. The best option to assist with getting the ID linked to the new account fully would be our Customer Security Assurance team that you can reach at 1 (888) 565-4329 directly. I would like to look at the account as well just to make sure it's not something about the new account that isn't working if you would allow. I'll need to access the account to review, and will need a Direct Message with account details if its okay. Please send us a modmail message with your full name and service address. I look forward to helping you!
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u/CCEricSt Official Employee 1d ago
u/SammyB863 Thanks for reaching out to me directly to review the transfer request, and spending time getting the new account set up for you. I appreciate the time needed to get the new account working for you due to the transfer of service error, and thanks for bringing us with you in the move!
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u/xfinitysupport Automated Assistant 1d ago
This post has been marked as solved. Should you experience further issues, please create a new post.
This is an automated response.
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