Visitor
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2 Messages
Duplicate account created on upgrade
I am an existing customer. I tried to upgrade to the new $70 Genesis rate, but it created a duplicate account. I need to cancel the new order and apply the promotional $70 rate to my existing account
XfinityJamesC
Official Employee
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2.9K Messages
20 hours ago
Greetings, @user_luapar! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you accidentally created a second account, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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EG
Expert
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117.6K Messages
12 hours ago
Concern moved here to the Customer Service help section.
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BruceW
Gold Problem Solver
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27.3K Messages
12 hours ago
You keep writing "next to the bell icon" despite the fact that many posters are using phones or tablets, and many (most? all?) of these mobile devices do not have a "bell icon" -- they handle notifications in a different way.
You are directing the enormous number of users of mobile devices to an icon that does not exist on their screens. It's an unfortunate and confusing waste of time for those users, and it also runs up the company's support costs and further tarnishes its reputation.
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