Second account created when upgrading service plan

Question

I recently upgraded my service plan in order to take advantage of some of the newer plan features.  As part of this it appears that rather than change my existing account service, a new account was created.  I assumed the old account would be closed, but I am still incurring charges/billing from the old account.  It appears this is a relatively common issue and I would like to understand how to resolve it.

XfinityMartyR · Answer

user_hcv7tc Thanks for reaching out! Unfortunately, when members create new accounts to take advantage of new member promotions, it causes havoc with Xfinity Membership tiers, Xfinity Mobile account alignment, equipment issues, and of course duplicate billing concerns. We recommend exiting members refrain from creating new accounts to obtain introductory pricing. Our teams can perform account reviews on existing members accounts to see what possible options may exist, and ensure our members are getting the best value from their services.

Billing

user_hcv7tc

Second account created when upgrading service plan

XfinityMartyR

New to the Community?