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user_3jk0pc
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3 Messages

Monday, April 13th, 2026 2:21 PM

2 accounts need to be consolidated into one

We [Edited: Personal Information] have internet service and mobile service. Don't know why but we have 2 accounts. Because of this we are being charged $25 per month on the mobile service for not having internet service with you (even though we do).

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2 days ago

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XfinityJustinC

Official Employee

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2.2K Messages

2 days ago

Hello, @user_3jk0pc thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, and definitely understand wanting to ensure that your Xfinity Mobile account is linked to the internet account. I did want to help get the proper expectations that there will still be separated bills, as Xfinity Mobile has it's own seperated account/statements. But when accounts are linked properly, the $25 fee shouldn't bill like you had mentioned currently getting charged. 

- Did you by chance happen to recently move (this seems to be the most common scenario I see for unlinked accounts)? 

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user_3jk0pc

Visitor

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3 Messages

Have not moved. Been at this address since 2019.

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2 days ago

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XfinityJustinC

Official Employee

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2.2K Messages

@user_3jk0pc I appreciate the follow-up, that is helpful knowing you haven't recently moved and would definitely like to continue investigating and had another question when you have time answer:

- Has the account holder changed (going from home member of household to another)?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 days ago

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user_3jk0pc

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3 Messages

Household members have not changed. We originally opened internet service under Gina's name. I have been added. We changed internet plan and that is when this happened.

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2 days ago

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XfinityJustinC

Official Employee

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2.2K Messages

@user_3jk0pc thanks for answering the questions, and for confirming you've been added as an authorized party on the account. Since I'll need to gather some information we don't want here in our public conversation to continue looking into this futher. 

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

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