Cannot begin new service with Xfinity (as an ex-customer)

@ComcastAldrik Hi, unfortunately, this is not of any help. When using the first link, upon entering any of my information, I receive the same "This information doesn't match our records. Try again or contact us and one of our agents will be happy to help you" message.

I don't think this issue is a login issue. I should already be the primary user of the account, even though there were multiple users. I know this because I was the one that completed the whole setup and purchase process, and the other users were added after that. I am perfectly capable of signing into the primary account; the problem is that I am barred from attempting to start any new service anyways.

@ComcastAldrik To clarify, I have been able to access the Users tab of the My Account on my own, and it states that I am the primary user. It also states that the account is no longer active. I would like to either be able to delete my old account entirely and start fresh (where I can actually create a new account with my real phone and social security number) or to reactivate my account in order to purchase new service. Hope this helps.

Thank you for clarifying. That is definitely unusual. I'm guessing that since the account is no longer active, some of the profile management options may not be available. Once you are logged in as the primary user, are you able to shop for new service (https://comca.st/2VNVVp7), or was that where you received the first error saying "Contact the account owner for details"?

@ComcastJamesH When I use that link after signing in, I receive the message "We’re sorry, it looks like you'll need some help completing your order" and a phone number. When I attempt to shop for new service while logged in as the primary user, I receive the first error saying "Contact the account owner for details."

I found a forum post from a year ago detailing this exact problem. I left a reply, but I received a message from an xfinity employee saying that they were closing the post and to leave a new post. This has apparently been fixed for one or more previous users before.

Thank you for providing that insight. I do seem to recall something similar to this happening last year. If you could send our team a private 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 Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.