2 days , 8 hours, ~8 agents chat/text/phone - still no fix
Hoping that a Comcast employee can help me here or at least have a way to track the whole support case to completion across different support sessions. I've been passed multiple times between chat/text/phone sessions being told that either a different team will help me or that "it's fixed" but have to wait "sometime" to see it working and to return in 1 hour if there's still an issue at which point the cycle repeats itself even though every agent tells me they put the notes into my account.
The root cause of all my issues seems to be the move to a new address at the end of January. Instead of updating my account with the new address, a new account was created and linked to the account from the old address. Since it's the same personal info on both accounts this creates an issue accessing any accounts, including Xfinity Mobile. Service, bills and AutoPay and QuickPay systems still manage to find me and work fine, but any attempt to make any changes like updating the credit card used or unlocking my cell phones are not possible. It got to the point that even xfinity.com/id cannot find me by SSN or email or phone number even though the cell phones work just fine. I can still login to xfinity.com and see the two Internet accounts. Various support people think that unlinking the accounts would solve the issues I'm having but the procedure to unlink the accounts is also not working for 2 days. Keep getting an error "Sorry, A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later. Reload"
Can somebody help me unlink the accounts ? Or even better, fix my Xfinity IDs and Xfinity mobile account number so that I can unlock my phones (already verified with agents that I meet the eligibility criteria).
Have a nice day