Skip to main content
Elfanater
1st Topic

Visitor

 • 

4 Messages

Saturday, January 10th, 2026 9:28 PM

New account number isn't showing up in my account profile

I recently got a new modem and a new account number but when I sign in I still see my old account number and it says it's not active anymore.  I don't have a working phone and the AI assistant is terrible and obviously there's no email to contact a real person.

Question

 • 

Updated 

2 hours ago

10

3

0

Oldest First
Selected Oldest First
EG

Expert

 • 

115.3K Messages

18 hours ago

The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

0

0

XfinityRichard

Official Employee

 • 

2.8K Messages

17 hours ago

Hi there, @Elfanater Thank you for reaching out. I do apologize for the inconvenience you are experiencing. Have you tried to unlink your old Xfinity Account? You can go to https://www.xfinity.com/support/articles/switching-between-multiple-accounts which will walk you through that process.-Richard

3

0

Elfanater

Visitor

 • 

4 Messages

I haven't seen another way to access my new account number.

Like

Reply

3 hours ago

0

Elfanater

Visitor

 • 

4 Messages

I also don't have a cell phone and can't use the app

Like

Reply

3 hours ago

0

XfinityBenjaminM

Official Employee

 • 

2.6K Messages

 

Elfanater Thank you for your response. Please send a Direct Message with your full name and address. We'll need to investigate this further. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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

2 hours ago

0

Again

Expert

 • 

33.3K Messages

10 hours ago

@Elfanater 

Also, clear your cookies and cache and try to sign in with the new account.

1

0

forum icon

New to the Community?

Start Here