Can't link accounts

The link you sent in paragraph one is the one I have been following that eventually leads to (https://customer.xfinity.com/#/settings/account/linked-accounts) that doesn't work.  Yes, I have tried on 4 different devices in 2 different states and nothing works.  Where is the quick pay link you mention above?  I can find a quick pay link for Xfinity mobile but when I try it for Xfinity internet, it says I must sign in.  I tried calling to pay the bill and it said I have to sign in and pay online.  When I sign in, it only shows one account and won't let me link the second account so signing in doesn't help me pay the bill.

I can't sign into the other account because the only way to sign in is to list my phone number.  When I do that, it only shows the first account and doesn't show the second account.  Yes, the second account is active.  Just started in August.

Thanks for providing these details, @user_98ff62. I would like to pull up both accounts to research this further on my end. To get started, would you mind sending us a direct message with your first/last name and both of the addresses? You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

Gabriel,

can you help me with this as well? I am having the same problem. I can’t activate my new internet service because I can’t log into the new account

@user_tc14q8

Hi! Have you ordered the new service online? If you have not received a confirmation of service with a start date you will not be able to log in to your account or set this up just yet. 

Thanks for your comment, @user_8sjudv.  I'm sorry to hear you have been experiencing a similar issue. Usually, is best to do this through our website. Have you tried using different web browsers? Is the browser you are using up to date? You can also try clearing your cache and cookies. Let me know if any of these steps work. 

@XfinityDilary​ 

I ultimately resolved the issue with a 2 hour phone call with customer service. Yes, I tried all those things as I explained in my initial comment. I’m a software engineer, I know a little bit about computers and the Xfinity website and app are entirely the problem. Xfinity makes it impossible to have a good customer experience.

I'm glad to hear the issue was ultimately resolved for you. I apologize that it was not a seamless experience, and we appreciate your feedback on this matter. If you need anything else, feel free to create a new public submission. 

Hey there @user_srhvv1 We're so sorry for the headaches with this inked account issue.  Are you seeing similar error messages to those described in this thread?  What troubleshooting steps have you gone through with support already?  We're here to help as much as possible and really improve your experience. 

You can reach us anytime by sending a direct message via the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address so we can find that account easily. 

@user_rckor0 Good morning! Thank you for reaching out to our Community Forums Team for assistance with linking your accounts. I know how important it is to be able to manage your accounts with ease. I'm happy to get you in the right direction today. To be sure you and I are on the same page, do you have Comcast Business accounts that you are trying to link, or are they residential accounts you use for business? 

I don't have a business account, they are residential accounts. What difference does this make and can you assist me to link my accounts?

@user_rckor0 No worries at all, if you already attempted the steps listed on this page here to link your accounts https://www.xfinity.com/support/articles/switching-between-multiple-accounts?linkId=92318056  when you are attempting to manage the accounts are you by chance connected to one of the accounts Xfinity home WiFi? Have you already checked to make sure you are using the Primary Xfinity ID when attempting to make the changes as @user_98ff62 mentioned in the Accepted Solution above?  

We are sorry to hear about your frustrations trying to link your accounts and set up a new XFINITY ID @user_d2jdnb. Have you tried reaching out to our amazing Customer Security Assurance (CSA) team? They are experts in handling account ID concerns. They can be contacted directly at 1-888-565-4329 and their hours of operation are 8:00am - 12:00am EST, 7 days a week.

@user_jivung Thank you so much for letting us know that you are running into issues linking your accounts to help manage them. 

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 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 direct message. 

Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct message" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message