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user_ba9mt1
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Monday, December 29th, 2025 6:56 PM

New account created when changing to a different plan at same address

This morning I changed my XFinity internet plan and I am now seeing two "linked" accounts to the same address. I do not want to be double billed and have received an email stating that equipment was shipped, which as far as I am aware, I do not need. I am unable to get through to any useful support via the chat on the XFinity website.

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8 hours ago

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Expert

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115.4K Messages

20 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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XfinityJeff

Official Employee

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571 Messages

20 days ago

Greetings @user_ba9mt1, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issue you are having with the accounts, what might have happened is when you went online to change the plan, instead there was a second account opened in order to get specific pricing, and the account you had is probably set for cancelation. We can take a look and see if that is the case. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

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ironman31

Visitor

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1 Message

I am also having this exact issue. Could I get a direct message request to resolve this issue?

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16 days ago

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XfinitySeth

Official Employee

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756 Messages

I appreciate you letting us know you're in the same boat ironman31, and we'd be happy to take a look at this for you! Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

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16 days ago

user_gsfg2b

Visitor

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2 Messages

I am in the same boat as well. Could I also get some help? Happy to DM my account details. Thanks!

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15 days ago

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XfinitySeth

Official Employee

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756 Messages

Of course user_gsfg2b, I'm happy to check on this for you too! Thanks for letting us know you're in the same boat, and feel free to reach out using the same DM instructions in the above comment 🙌

 

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15 days ago

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user_gsfg2b

Visitor

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2 Messages

Thanks -- I just sent a DM. 

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14 days ago

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XfinityJoe

Official Employee

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1.2K Messages

19 days ago

Thanks for trusting us to get this sorted out @user_ba9mt1. If you need anything else in the future, we are only a post away. Cheers!

 

 

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user_lkgf1h

Visitor

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1 Message

13 days ago

I am so irritated with Xfinity…

The SAME THING has just happened to me as well. I’m also a “new customer”.
Now I am being double billed apparently, my auto payment was deleted when the rep updated my rate and all this just because he wanted the sale instead of fixing the problem. Now I have to disconnect all my boxes and internet box and return to get a new and reconnect. I’m a busy person so this is beyond inconvenience.

Creating another account without someone’s knowledge of doing that.. I would consider fraud. 

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XfinityPeterH

Official Employee

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2.5K Messages

 

user_lkgf1h Let's take a look at your account and see what is going on. Trust me if I were in your shoes I would be reaching out too. Please send us a DM with your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 days ago

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user_x1gui1

Visitor

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2 Messages

13 days ago

I am having basically this same exact issue just today as well. I was logged into my existing Xfinity account, went to change plan, reviewed options, and selected a new plan with 5 year price guarantee and Xfinity Gateway included. Checked out, and now I suddenly have a second, new Xfinity account created, linked to but separate from my pre-existing account. I want to make sure that I will not be double billed for two plans at the same address. Can you send me a DM request to look into this? Thanks!

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user_x1gui1

Visitor

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2 Messages

Just sent a DM to you all @Xfinity Support 

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13 days ago

0

XfinityPaula

Official Employee

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1.8K Messages

Thanks so much for taking a moment out of your busy day to send us a direct message. For future reference, please keep in mind that sending unsolicited direct messages, is a violation of Forum Guidelines, but we can definitely take care of this for you from here. It helps other members of the community with similar issues to find the answers they need.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 days ago

0

user_yfnghy

Visitor

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1 Message

5 days ago

I am also having this exact same issue. 

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XfinityJustinC

Official Employee

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2K Messages

Hello, @user_yfnghy thank you for reaching out over Xfinity Forums. I'd definitely like to look into the double account concern further. Since I'll need to gather some information we don't want here in our public conversation. Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

5 days ago

0

user_kp1wrq

Visitor

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1 Message

11 hours ago

I am also having the same issue

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