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user_hcv7tc
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Tuesday, May 12th, 2026 6:55 PM

Second account created when upgrading service plan

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.

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1 hour ago

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XfinityMartyR

Official Employee

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3.5K Messages

3 months ago

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. 

 

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user_hcv7tc

Visitor

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2 Messages

Appreciate the quick response - to be clear, I went into my account and requested a change of service to a plan that was presented to me as an alternative/upgrade.  At no point did I ask for a 'new subscriber' plan or do anything that would indicate that I was doing anything but modifying my existing plan. 

I would like help resolving this becuase I now have 2 accounts that I am being billed for.

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3 months ago

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XfinityFrank

Official Employee

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2.5K Messages

Thanks for the additional details, @user_hcv7tc. We can discuss options further. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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.
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3 months ago

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user_b7md5v

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1 Message

I’m having the same issue and went to manage plan and had no reason to create a new account but how am I supposed to be charged $100 on one and $113 on another 

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2 months ago

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XfinityAlfonso

Official Employee

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2.7K Messages

We're sorry to hear that this issue has occurred. We can assist in removing the errant new account, and help work with you on the existing services to find the best plan offers for your services. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

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 as Best Answer.tick

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2 months ago

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JimmyRez

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4 Messages

1 hour ago

This is still happening.   I also clicked to change my plan while I was logged into my existing account.  It created a second account for me instead of updating my existing account.  

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