2 Messages
Need HELP with the APP
When I initially signed up for new internet service, the rep creating the new account used an incorrect address. I had to go into the local store to obtain the equipment and schedule installation. The in-store rep said he had to delete the incorrect account because of the bad address and set up a new one with the correct address. The technician was here on Tuesday and installed the modem/router and new line to the house and provided a screenshot of the wifi name and temporary password. When I try to log into the app on my phone to change the password, I get an error message that says I no longer have an account. I have deleted the app and reinstalled it but I still get the same error message.
EG
Expert
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109.4K Messages
10 days 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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XfinityJustinC
Official Employee
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1.1K Messages
10 days ago
Hello, @user_rxjcpe thank you for taking time to create a post. You've contacted the right place for assistance, and want to ensure you're able to get access to your account information on the new account that created. Account numbers are based off locations, so when the new account was opened the information would be different from the original account.
I did have a quick question, when the new account was created. Did you create a new Xfinity username/password for a Xfinity ID?
If there was a new Xfinity ID created, you can link the 2 accounts together following the steps outlined here, to get the old user information linked up to the new account: https://www.xfinity.com/support/articles/switching-between-multiple-accounts.
Please let me know if this is helpful, if needed we can troubleshoot further.
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