Visitor
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1 Message
New Account Created When Switching A Plan
New Account Created when Trying to Switch Plan
This morning I went through the process of switching my current 1 gig speed internet plan for a similar plan under the 5 year promotion. When I did this, it created a new account under my Xfinity ID at the same address. What I cannot figure out is whether or not I now inadvertently have two plans and am paying for the same internet twice, or if this plan is replacing my old one. I've looked at both accounts, and it looks like I have two different plans now with two different bills, but I'm not really sure.
Is there a way to merge these accounts or confirm that I'm only paying for the new promotion plan?
XfinityRay
Official Employee
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3.4K Messages
25 days ago
Hi there, @Krusher17! Thanks for reaching out about your online order. From what you have told me, you have set up a 2nd account so have them both active. We are not able to merge them. We can cancel the new order/account and go over available promotions for your current account. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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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user_5389fb
Visitor
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1 Message
7 hours ago
Same thing happened to me only I tried to change my plan in July. Noticed they been charging me for the 2 different plans for 4 months now.
Comcast will either refund those higjer plan payments and keep the lower plan or im canceling. Only a 13 year customer now.
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