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user_xfmr7c
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4 Messages

Thursday, November 27th, 2025 7:13 PM

Xfinity Support

I forgot my Xfinity ID and am trying to recover it. When I chat with the Assistant, it has me look up and when I give it my email it says “This information doesn't match our records

Try again or contact us and one of our agents will be happy to help” and directs me to the AI which CANNOT HELP as I CANNOT SIGN IN and it REFUSES TO LET ME SPEAK WITH A REAL PERSON. I am moving soon, and if Xfinity keeps charging me when I move I will not hesitate to mark it as fraud.

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XfinityRaul

Official Employee

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2.4K Messages

2 days ago

@user_xfmr7c I appreciate you making us aware that you're no longer able to access your account. I would be more than happy to help you. Just to confirm, have you by any chance gone over the steps provided in this link that shows you how to find your user ID https://www.xfinity.com/support/articles/how-to-change-your-username?

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user_xfmr7c

Visitor

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4 Messages

@XfinityRaul​ I cannot locate my ID that way because when I go to Xfinity.com and try to sign in with the email associated with my NOW WiFi Pass, it tells me it doesn’t match records, and logging in on the app doesn’t work either. I have one email linked to WiFi pass and one linked to community wifi.

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4 hours ago

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XfinityJeff

Official Employee

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417 Messages

Thank you for trying those steps @user_xfmr7c, we would be more than happy to take a look and see what we can do. 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

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4 hours ago

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BruceW

Gold Problem Solver

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26.9K Messages

2 days ago

I forgot my Xfinity ID and am trying to recover it. ...

If you are on your home Comcast/Xfinity internet, visit https://idm.xfinity.com/myaccount/lookup. When you have entered the requested information the page will list all of the user IDs on the account. You don't have to be logged in. And that link is even clickable!!!

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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Expert

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33K Messages

14 hours ago

@user_xfmr7c 

I forgot my Xfinity ID and am trying to recover it. When I chat with the Assistant, it has me look up and when I give it my email it says “This information doesn't match our records

Try again or contact us and one of our agents will be happy to help” and directs me to the AI which CANNOT HELP as I CANNOT SIGN IN and it REFUSES TO LET ME SPEAK WITH A REAL PERSON. I am moving soon, and if Xfinity keeps charging me when I move I will not hesitate to mark it as fraud.

FWIW, that wouldn't be fraud.  Unless you cancel the account [which can be done through here once your account has been verified] you would be abandoning an account, but you would still be responsible for the charges until the account is canceled, and that could affect your credit rating.

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