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2 Messages

Wednesday, January 4th, 2023 4:12 AM

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Can't access my account after moving

I moved my service to another address recently. Service is working fine, but I can't access my account from either PC or my mobile app. In PC (mac), when I chose billing option after I logged in (log in works here actually), it shows infinite black screen. Mobile app says my service is not available from the (probably previous) address.

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2 years ago

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Accepted Solution

user_1a5b5f

Visitor

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2 Messages

2 years ago

ID lookup connected my account with new service.

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Again

Expert

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31.4K Messages

2 years ago

@user_1a5b5f 

I moved my service to another address recently. Service is working fine, but I can't access my account from either PC or my mobile app. In PC (mac), when I chose billing option after I logged in (log in works here actually), it shows infinite black screen. Mobile app says my service is not available from the (probably previous) address.

When you move your service, even if it's just next door, you're assigned a new account number.  Chances are, your old log in won't work unless you made sure that in your transfer all information would transfer with it, including your email addresses.  It's a frustrating glitch that Comcast doesn't get right from time to time, and you're "caught" in that time, it seems.

Check your Primary username [it may have changed].

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
 
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.
One of our Official Employees may need to help you get things straightened out for you.

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XfinitySheila

Official Employee

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1.1K Messages

2 years ago

Hey there! Are you still having trouble logging in? 

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XfinitySheila

Official Employee

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1.1K Messages

2 years ago

Wonderful! Glad you were able to get it all set up and active at your new address. Did you have any further concerns we can be of assistance with? 

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Tenderella5278

Visitor

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1 Message

@XfinitySheila​ 

help me please, I’ve spent hours on the phone with customer service reps and no one will help. I’m just trying to get to my email and I’m unable to. Through many efforts of mine I’ve figured out the problem lies on your end. Your servers need to update my email address bc it says it’s inactive. 

2 years ago

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XfinityJorge

Official Employee

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2.1K Messages

Hey there @Tenderella5278 thank you so much for using our forums to contact our Xfinity Support Team. You came to the right place for help and our team is here to help you get access to your email. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

2 years ago

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