Regular Visitor
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2 Messages
can't link new account
I recently moved to a new house and ordered service for my new address. When I log in to Xfinity My Account, I see the account number for an old address I lived at 2 years ago. I have tried to link to my new account, providing my phone number and address, and I get an error message. I've also tried to do the "add user" workaround, and I get the message "you can not add users to this account". I've read the troubleshooting articles and the linked account articles and didn't find anything that worked.
I do have the new account number, and I have received a paper bill and was able to pay it using the "pay without signing in" option. That is not an acceptable long term solution, though.
Responses
BruceW
Gold Problem Solver
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22.3K Messages
8 m ago
Does https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Identity-Troubleshooting-Steps-START-HERE-BEFORE-POSTING/m-p/3366881#M34006 help? When you move, Comcast may or may not transfer the UserIDs/email addresses from the old account to the new one. This article is intended to allow you to fix that.
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peternlindberg
Regular Visitor
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2 Messages
8 m ago
Yes I read that page, tried all the suggestions, and none of them worked.
I did the ID lookup and I only have one ID. I tried the invite workaround and got "you can't add users to this account". Trying to link the account using address & phone number gives me an error message.
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ComcastJonathan
Official Employee
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839 Messages
8 m ago
Hi @peternlindberg,
Can you PM and and we'll take a look at your account? In your message, please send me your account number, address, email, and mobile.
To send a private message, please click my name "ComcastJonathan" then select "Send a Message" on the right side.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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anchorstar
New Poster
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1 Message
5 m ago
I am having the same problem. I need to link two accounts and have tried many times with no success. It's very frustrating! Please help!
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