Cannot get equipment activated and cannot create ID. Customer service says they have never seen this. ANY ADVICE?
Moved into an apartment that has been renovated. No internet service at that address for 5 years.
The landlord had a utility service that helped me connect to utilities and Xfinity. I did not get any ID or login or account number when they ordered the hardware. It doesn't look like an account number is in the equipment box or label.
They just said plug in the router when it comes, get the app and follow prompts. Easy
But it is not.
I got the hardware and it does not connect when plugged in. Light is orange. Customer service says they don't know, maybe the wiring is bad. They are happy to send a tech out in 2-3 days for $100.
Got the app and I cannot Create an ID either. They sent a link to create ID. I enter the address, it brings up my "verified" phone number and asks for an email. I enter the email and hit PROCEED and nothing happens. No error message. Nothing. It just seems like it sends info but then nothing happens. I tried multiple browsers and devices and multiple emails and the same. Customer service says go to the store. Went to the store and they say they have never seen this. They gave me a special customer service number to call. They could not help and said go back to the store tomorrow.
I still have no account number, no Comcast ID. One agent said if I go back to the store with my drivers license and lease, they can give me an account number. (they did not recommend that when I was there earlier) I will try that tomorrow but this is crazy.
Apparently after I get an account number, I can call some security dept with the account number and they can activate the equipment but I still have no comcast ID.
I have never had a previous comcast account but my parents did when I was young. So I don't think I could have another account. If I try "Forgot password" with my email or phone, it says no account.
HELP!