Frequent Visitor
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15 Messages
Agent trying to help me via phone disconnected me accidentally. A second agent took over, sent me to “repair” department. Disconnected.
I cannot associate my cell phone to my account. Message says “ this number is associated with another account” but I have had this number for 5 years. Today there was an outage here. I scheduled an appt via chat assistant. Service got restored and I tried to cancel but chat asst couldn’t do it so sent me to an agent. Agent called, app’t cancelled, so I took the live service opportunity to ask about my inability to associate my cell # with my account. Agent on the phone with me identified the account associated with my cell # (not me). While diligently trying to help, she put me on hold. Another agent picked up, couldn’t help (billing dept), transferred me to “repair” where I got an auto message the outage in my area and no option to reconnect with an agent. I need to have this resolved. Can anyone help?
Accepted Solution
CCStephanieK
Problem Solver
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909 Messages
5 years ago
Hi there, @QFE. Our Customer Security Assurance Team will be able to verify the phone number is yours and ensure it's associated to your account while also removing it from the account that is not yours. Our CSA team may be contacted at 1-888-565-4329.
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QFE
Frequent Visitor
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15 Messages
5 years ago
Big thumbs up for a speedy resolution! The 1st phone agent was trying hard to solve my (add-on) dilemma when I got rerouted then disconnected. The forum response from Xfinity led me to the right people who resolved my issue in 5 minutes. Bravo and many thanks!
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