Customer Service

My account is still linked to an old account where I used to live (not as the owner of the account) and I can’t get unliked from it. I also can’t add my new address to my account. Customer service won’t let me talk to an actual person and none of their prompts get me anywhere close to the issue I’m having.

Responses

XfinityJeniece

Official Employee

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3.2K Messages

1 day ago

Hey there, user_9uafoa, thanks for reaching out through Xfinity Forums regarding your account and getting it linked and unlinked. We would be happy to help with getting your account set up correctly. Are you getting an error message when attempting to connect the account to your new address?

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user_9uafoa

Visitor

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2 Messages

@XfinityJeniece

Yes it does, it says I need to be invited be the primary even tho I am the primary holder and the only person on the new account. When I call customer support it asks if I’m calling about the address I’m trying to add so it is in the system I guess under my phone number and I’m logged in with that same phone number.

Thanks for the help!

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1 day ago

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Again

Expert

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31.7K Messages

@user_9uafoa

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup

Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

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1 day ago

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XfinityJeniece

Official Employee

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3.2K Messages

1 day ago

Let me take a look at the account username details on my end to see if we can get it linked for you! I really appreciate all the details you have provided! You have reached the right place!

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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