Visitor
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2 Messages
Second Account Accidentally Created When Changing to New Plan
I went online to check to see if there were any plan upgrades or changes that can be applied to my account due to unlimited now being included in plans, and changed to the new $50 1Gbps plan with unlimited and personal devices. After completing the steps for this, I found out that it had transposed the changed plan into a new account rather than simply changing the current one to the new selection. I am wondering if this is something that will resolve on its own, or if it something I, or customer service, need to do something more about. Thank you for your help.
XfinityJamesC
Official Employee
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2.7K Messages
3 hours ago
Greetings, @Scraquos! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this unintentional account duplication. You have definitely come to the right place for assistance.
In some areas, our system will only allow you to have one active account at any service address. When a new account is created for an address in one of these areas, the old account will usually be canceled after 10 days. This is not always the case in other areas, however. When a new account is created, you just end up having two accounts, with two separate bills. Either way, we should be able to help clear things up.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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