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bzzybee
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Visitor

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2 Messages

Friday, August 22nd, 2025

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?

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2 days ago

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XfinityGabriel

Official Employee

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2.5K Messages

2 days ago

 

bzzybee, Hi there! Thanks for taking the time to reach out! We appreciate you greatly for your loyalty and can understand the importance of receiving what is advertised. You've come to the right team for support. Our team of experts is happy to assist, as we are dedicated to resolving billing concerns such as this over social media. 

To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message. 

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