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user_rxvumk
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11/08/2026 3:39 PM

Account Owner Transfer

I completed the account holder transfer form over a month ago to remove me from an account at a previous address, and received an email that the ticket was completed. Yet, when I login to my Xfinity app, I am still the owner of this account and still get email and text updates about the bill. 

What was the point of transferring the account if all my information and Xfinity ID is still linked to this old account? Not to mention the massive security issue that I am able to access the new owner’s information and internet service. I can even cancel it if I wanted to without the “new owner’s” permission. 

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2 hours ago

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EG

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122.9K Messages

3 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJustinM

Official Employee

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1.2K Messages

2 hours ago

Hi @user_rxvumk,

Thanks for bringing your inquiry to us. I'd like to clarify that the account change process only changes some things, and many other bits of information actually need to be changed by the requestors. There should have been some additional instructional articles sent over once the account change request was completed. 

You'll need to either invite the new account owner to the account as a manager and make them the primary user or change the information associated with your primary user profile to theirs. 

Manage user roles and permissions on Xfinity accounts
Add or change your chosen name and pronouns to your Xfinity accounts
Update your Xfinity account contact information and preferences online

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user_rxvumk

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2 Messages

@XfinityJustinM​ 

None of the provided links demonstrate how to change an account manager to an account owner. Clicking on someone who is currently an account manager only allows you as the account owner to downgrade their permissions, not update them to an account owner.

Also, the last link leads to a 404 error.

I also cannot change the phone number and email on the account, as it says that phone number and email is already associated with an Xfinity ID.

This has been a month of back and forth with customer service to try and get this fixed and no one seems to understand or know how to actually update the Xfinity ID to be the manager on the account so that I am not connected to an account at an address I no longer live at. 

(edited)

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2 hours ago

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XfinityMarcus

Official Employee

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2.5K Messages

user_rxvumk Apologies for the miscommunication, let's address your account ownership transfer together.

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:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.
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2 hours ago

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