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user_642a09
20th Anniversary celebration
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Visitor

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2 Messages

Saturday, June 3rd, 2023 9:06 PM

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Cant access old account

I recently moved and transferred my Internet to the new address but when I went to unlink the old account nothing was transferred. Now I can’t access the old account that has my billing info and everything. When I sign in with my original information I get the new address and can’t find the ID to my old one. Please help!

Question

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Updated 

2 years ago

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XfinityDilary

Official Employee

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2.1K Messages

2 years ago

Hey @user_642a09! Thanks for posting on our community forums to let us know about this situation. To confirm, when you say nothing was transferred, are you referring to the billing information for the new account? Or is the main issue with your old Xfinity ID not being linked to the new one? 

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user_642a09

Visitor

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2 Messages

2 years ago

The billing information doesn’t seem to have transferred over. On my old address account it had the amount due and in the new one it has $0 due. Plus my internet is not working so I don’t know if that’s because the account didn’t transfer over or is it’s something else. I just want to make sure I’m not leaving an extra account open that I can’t access or get charged twice.

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XfinityDilary

Official Employee

 • 

2.1K Messages

That's a fair concern, @user_642a09! When there's a transfer we will move the remaining balance due from the old account to the new one. That typically is applied to your first bill as a transfer balance. But I'd be happy to check the status of the transfer to make sure that's the case. And we can also troubleshoot your current connection. We'll get to the bottom of this. Could you please send our team a private message with your name and service address? Our team can take a further look at this issue.

 

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I am an Official Xfinity Employee.
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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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