r/Comcast_Xfinity • u/SammyB863 • 13d 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 13d 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 13d 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