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user_mv3ius
1st Topic

3 Messages

Sunday, March 17th, 2024 2:30 AM

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Need bills from inactive account (previous address)

Hello! I am no longer able to access the bills on my old account. I moved a little over a month ago and the switch accounts link on my account does not bring up the linked account. The bills dont show up in my statement history either. Can someone please assist?

Question

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Updated 

1 year ago

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XfinityMarcos

Official Employee

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2.4K Messages

1 year ago

Hello user_mv3ius, thank you for providing that context to get us on the same page, I'd love a chance to work with you on this statement history concern. I do have a few clarifying questions to make sure we get started on the right path. Was the previous address in question linked before? If not, can you please use this helpful Walkthrough that Xfinity created to attempt to link your previous account? Also, are you attempting to view your previous address/account on the Xfinity app or Xfinity website? 

 

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user_mv3ius

3 Messages

Hi Marcos! Yes the previous account was already linked to the new account. Same log in as well. I've tried on the website via laptop and mobile and also the app. The switch account button didnt work on any of them. 

1 year ago

0

XfinityMarcos

Official Employee

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2.4K Messages

 

user_mv3ius, I really appreicate you already taking those steps on your end and for letting me know. Let's take a deeper look into this. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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1 year ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

1 year ago

 

user_mv3ius, Understood, it's odd that your previously linked address is missing. It could be an app issue that need's to be investigated, but I can get us going towards that route if it's determined we need to. Are you able to try deleting the app, and reinstalling it to see if that brings your previous address back up? And for your websites, are you able to clear your cache/cookies? 

 

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user_mv3ius

3 Messages

I cleared the cache/cookies this morning on my internet browser. The app I just downloaded today in hopes it would allow me to access the bills.

1 year ago

0

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