You will call Channel Support (855) 218-0178 anytime there is an issue with an order in XOE. ie: No Address Found or Address Already Has Service
If the address already has service, you can check with the customer to see if anyone else at the address has Xfinity services. If the customer has a roommate that already has service, they are still eligible to get their own internet service at the address
Before calling Channel Support, Login to XOE (https://xoe-portal.cws.xfinity.com/) and scroll down to Find Existing Customer to verify the customer does not have existing services
Enter the Customer’s Address
Enter the Customer’s Driver’s License Number or Last 4 SSN
Select Continue
Once verified that the customer doesn’t already have an existing account you can now call Channel Support (855) 218-0178
The agent on the phone will guide you through the order by asking questions and entering information into their system
Ask multiple times to make sure your Sales ID is notated on the order
Be sure to obtain the following information from Channel Support before getting off the call