You may have to show documents that show where you lived during a certain time period to get Xfinity service when:
- Two disconnects were processed on an account other than yours at your address within the past six to 12 months.
- You have an unpaid balance from an account at a different address.
- Your new address has service from the previous customer and a disconnect was not processed for that customer.
- There is an account in your name or at your address but you did not sign up for service (to safeguard against identity theft).
- Your address had an account that was disconnected in the past six months because no payments were made on the account.
You must show at least one primary and one secondary document from the lists below. Documents must be complete, correct and without changes. They must be shown at an Xfinity Retail Store.
Primary document
- Homeowner's property deed
- Land contract
- Lease agreement
- Mortgage
- Utility welcome letter
Secondary document
Secondary documents should be from a previous address to show you did not live at the address in question.
- Auto loan or lease statement
- Bank statement
- Cell phone bill
- Credit card statement
- Incarceration letter
- Military papers
- School transcripts
- Utility bill
Additional documents
Sometimes Xfinity may ask for more documents to show where you lived when the previous account was getting service. Documents may include, but are not limited to:
- A driver's license or other form of government identification.
- Do not submit military ID cards or Common Access Cards (CAC).
- A lease that lists you as a lessee.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.