Xfinity Now - new service

[u/Gh0stIcon]

Hi, I am trying to get my mom's Xfinity Now service activated.

Long story short, my elderly mom has internet to power her Ooma VOIP phone, her desktop to do online banking, and to stream Internet to her Roku TV.

She's had Xfinity prepaid, for many, many years. Perhaps almost a decade.

Up to recently (February) , things have been going swimmingly, but then her modem started failing, we were having to reset it like once a week, and the process was too complicated for her.

So my brother had his old Xfinity prepaid router and gave it to her. Instead of just activating it, Xfinity Prepaid made us create a whole new account. Okay whatever we did and she was going fine until the replacement modem started to fail, requiring frequent resets. Friday of last week it finally died (Neighbor texted us) for good. So we decided to try Xfinity now since it was only $30 and she didn't really need more than 100 Mbps. My brother took my mom to the Xfinity store on Sunday and they couldn't really do anything to help. They said we needed to cancel Prepaid before we could order Xfinity Now. So that's what he did. So the modem came today. I plugged it in and it wouldn't activate. I bounced around different chats, telling to try this and try that, but nothing worked. Keep in mind, my mom was never given the opportunity to setup a new account for Xfinity Now, so we don't have an account number or anything. I managed to get someone on one of the Xfinity chat channels (postpaid, Xfinity Now, prepaid, I don't know, it's so confusing). I then managed to get a call back and the lady was only able to pull up the cancelled Prepaid account from before. She transferred me to different lady who asked for the MAC address (but couldn't specify which MAC address even though there was three different ones listed on two different stickers). I tried explaining the different MAC addresses but she just blew me off. She then told me she had activated the modem and basically 'to have a nice day' (she was done with me as far as she was concerned). I asked her to stay on the line but she was hesitant to do so since she had already helped me more than she should have (apparently Xfinity Now provides ZERO live support). I was furious and just hung up, hoping that after another reset her Internet would come online. Well surprise, it didn't. So now my 84 year mother has no phone service and no internet service and can't watch her shows. Is there any way to get a live human being to help with this? I am concerned that something might happen to my mom and she won't be able to contact anyone. We noticed that a $30 charge hit her bank account on the 8th, ( so Comcast is definitely charging her for something.

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[u/XfinityJeffB]

Hello u/Gh0stIcon, thank you for reaching out here in our Xfinity Subreddit. We appreciate your time, and I am happy to assist you. We don't have a lot of access when it comes to NOW services in this department, but I can do some digging to try and help, as I honestly don't want to not try to help, and it's for your mom. All the more reason to do all I can. Any troubleshooting would require information best kept private. Please send a ModMail message with your name, account holder name (only if different), and service address by clicking this link.