Xfinity accounts not linked

XfinitySara, thank you for the reply. The chat agent I started with did not understand my issue. I went back to the store and the manager said that for some reason my accounts didn’t get linked correctly, but that they did not have the capability to fix it at the store. I was given the 4968 phone number along with what to say to customer support. The first rep did not understand my issue, 2nd rep I was transferred to did but was not able to resolve it, the 3rd rep I was transferred to finally said he was able to fix it, however—- I have not seen a change as I still have to log into each account separately. My old anccount that my Xfinity mobile anccount is linked to says I “no longer have Xfinity service” and my Xfinity mobile current cycle shows an “XM only fee” line item on each line. I don’t have another hour and a half to try and reach someone on the support line who might understand the issue. Is there any other way to get help?

@aredslc - Sure! We can definitely take a closer look. First, have you recently reviewed how to link accounts as seen here? I'm not sure if that will work when disconnecting residential Internet service for NOW Internet, but it's worth a try! Let me know if that changes anything on your end. Otherwise, we'll prompt you to send us a DM so that we can investigate this further for you.

Thank you! Both accounts show up under the same ID. I have to switch between the 2 to get to the mobile and internet accounts.

@aredslc - Ah, ok. You have to switch between NOW Internet and residential Internet + Xfinity Mobile. Let's see what else we can find out for you! Could you please send our team a direct message to continue?

To send a direct message:

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

Thank you so much! DM sent.