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2 accounts tied to same email address so I can't gain access to the 2nd account
I have two accounts. One that was set up in 2019 at a vacation home and another which was set up in 2024 when I purchased a new primary home. They are both tied to the same email address and same cell phone number but they are not linked together. I can log into Xfinity and get my primary 2024 home's plan/info but there doesn't seem to be any way to pull up the vacation home's account online. Every time I try the system tells me the email/phone is tied to another active account and I can't 1) see the plan/info on that 2019 vacation home or 2) link it to the primary 2024 home. I have the account number for the vacation home but can't gain online access to it.
Is there a way to log-in with the account number and address as opposed to the email address or phone number which seems to be getting me in trouble?
Ultimately, I'd like both homes to be tied to the one Xfinity ID and then be able to change the services paid for in the vacation home. Currently, I can't even gain access to the vacation home to change the services provided. Thank you!
P.S. after trying for more than 2 hours to get this accomplished and getting unbelievably aggravated by the AI assistant in the chat and on the phone, I'm coming to a forum and hoping you can help me!
XfinityJamesC
Official Employee
•
1.7K Messages
9 days ago
Greetings, @user_5v1kgo! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues logging in to your original account, but you have definitely come to the right place for assistance.
Under normal circumstances, you can link the two accounts by following the steps outlined on our support site: https://www.xfinity.com/support/articles/switching-between-multiple-accounts, but in order for this to work, you will need to be able to log in to both accounts separately. Let's see if we can figure out what happened to your original account.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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