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user_dmhuiz
1st Topic

Visitor

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2 Messages

Friday, December 26th, 2025 12:01 AM

New account created when trying to switch plans

I went onto tur Xfinity website and saw more cost effective plans available. When I began the process of changing to one of the 5 year plans, it asked me to sign in and then after going through the checkout, I noticed I now have two accounts to my name instead of a new plan. Is there an easy way to resolve this because now it looks like I will have 2 bills.

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Updated 

1 hour ago

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Accepted Solution

XfinityOrlandoM

Official Employee

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2.8K Messages

4 days ago

@user_dmhuiz

Thanks for reaching out to us, we apologize for any inconvenience.

 

 It appears based off what you're telling us about having two accounts is that you signed up for a new customer promotion, so that created a new account.

 

 I'll be happy to get this fixed for you,  to get started please send me a direct message including your first and last name and complete service address

 

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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Accepted Solution

XfinityOrlandoM

Official Employee

 • 

2.8K Messages

4 days ago

@user_dmhuiz

Thanks for reaching out to us,  I'm glad we got your concerns resolved on the second account that was opened in error and that we were able to find you a great promotion for the services that fits your household needs, feel free to reach out to us anytime and thank you for being the best part of Xfinity

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User164839277

New Poster

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3 Messages

21 hours ago

This exact thing just happened to me.  What is the easiest way to resolve?

1

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XfinityRay

Official Employee

 • 

3.6K Messages

HI there, @User164839277! We are here to help! We will need to look further into this to let you know the easiest way to resolve this. We have your back and will get everything squared away! 

 

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

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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19 hours ago

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user_7g9fm7

Visitor

 • 

1 Message

15 hours ago

I have just encountered this exact same issue trying to update my current plan. What do I need to do to get the second account removed?

2

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Cradles

Visitor

 • 

1 Message

2 hours ago

I have just encountered this exact same issue trying to correct my previous plan's auto payment issue ... 

What do I need to do to make things correct?
Thanks in advance.

1

0

XfinityJorge

Official Employee

 • 

2.7K Messages

 

Cradles Hi there! Thank you so much for using our Forums and for taking the time to leave a comment. We are happy to work with you to make sure everything looks good on your account. To get started can you send us a DM with your full name and service address?
To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 
 • Click the "New message" (pencil and paper) icon
 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 • An "Xfinity Support" graphic replaces the "To:" line
 • Type your message in the text area near the bottom of the window
 • 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

Like

Reply

1 hour ago

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