Can't Unlink Old Account

I just moved recently and had to set up a new account to get the move service transferred. I noticed that none of my rewards are available as the system thinks I'm not eligible for rewards because of my new account status. Upon looking online I found out that my new account won't update with my rewards until the old account has been unlinked. I tried to unlink the old account but it says that I cannot unlink until auto pay has been disabled. I cannot switch to the old account as every time I click the "switch account" button it appears to just reload the page. How am I supposed to disable auto pay and unlink the old account if the app or the website will not allow me to switch to the old inactive account?

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XfinityMarcos

Official Employee

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2K Messages

27 days ago

Hello user_xkf3np, congratulations on your move, and thank you for making us part of the new home ❤️. Hopefully your move was pretty easy, and you're getting settled in already. Normally, with a transfer your accounts will be linked automatically, however; the new address will have a different account number from the old address. The accounts do need to be linked in order to show the proper tier. When you access your new account, are you able to see your previous address/account as well?

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user_xkf3np

2 Messages

Yes I can see both addresses. The one I moved to is listed as default and the other is listed as inactive. I have them both linked, but I'm trying to unlink the old one because my rewards are tied to the old account and not the new one.

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27 days ago

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XfinityAldrik

Official Employee

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1.8K Messages

Thank you for confirming that @user_xkf3np! In this situation, we won’t want to unlink the previous account. We will want to open a ticket with our amazing Xfinity Rewards team, so the new account keeps track of how long you’ve been a customer with us. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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27 days ago

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user_xkf3np

Can't Unlink Old Account

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