2 Messages
Lost access to billing information
Hello,
After moving, I found my old address still appears in the list of linked accounts. I removed my old address by deactivating the autopay option, setting the new address as default, and unlinking my old address. After that, I can no longer see the billing information and have $0.00 as my total balance. The billing page says, "Your first bill will be ready after your first month of service."
I also changed my billing address, so I lost admin access to my old address and can't add it back to my service addresses.
I got the email for paperless billing (for this month, due Aug. 4), but I can't view the bill from the link attached to the email either.
Could somebody help me with this problem?
Thanks,
XfinityRyanE
Official Employee
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1.1K Messages
2 years ago
Hello @user_3024d6, thanks for reaching out for help with your account and user ID.
By chance have you tried following the steps here: https://www.xfinity.com/support/articles/switching-between-multiple-accounts, to make sure you are looking at the correct account? If you scroll toward the bottom of the page, you should see an option "Switch Between Linked Accounts" which explains how to swap between accounts. This will also cover how to properly link, and unlink your user ID to new, existing, and old accounts.
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user_3024d6
2 Messages
2 years ago
Hello @XfinityRyanE, thank you so much for your quick response.
I'm sorry for my original question being confusing. My problem is that I don't see my old address on the linked accounts page. I have to pay for the internet for that old address (serviced for the last few weeks before my moving), but the billing information is missing.
The following is what I did before noticing the problem, which might have raised the issue: after moving, I deactivated the autopay option for the old address (I had to do that to swap between accounts), set the new address as the default account, and unlinked the old account coupled to the old address. After that, I completely lost connection to the billing information for the old address. I'm afraid part of my payment might be in arrears because of this.
On the billing/services page, I see a $0 total balance (attached image 1). I've tried several things to get access to the bill but failed. The link to the billing statement that was sent a couple of days ago didn't work, and the linked page just said, "No valid Britebill data for this account." (image 2). I tried to restore the connection to my old address using the "Link Account" option. But the prompt said, "We don't recognize that address." (image 3). It seems there is no way to claim that I am responsible for paying for the service for my old address.
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