laurenelisabeth's profile

Regular Visitor

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1 Message

Sun, Aug 16, 2020 4:00 PM

Can't unlink old address from account?

I recently moved apartments and transferred my Xfinity Internet to the new address. My old address is still listed as a linked account , and when I click the "Unlink" button (located under Settings -> Linked Accounts), I get this error message: "This account can't be unlinked yet. You're still the primary user on this account. Please switch to [old address] and transfer your admin rights to another user before trying again."

 

The problem here is that I can't transfer admin rights to another user because I am the only user on the account, so I'm not sure what I'm supposed to do to be able to unlink the old address. Anyone ever run into this issue or discovered a workaround?

Responses

Official Employee

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839 Messages

1 y ago

Hi there @laurenelisabeth ,

 

Can you please PM me? It appears you have a secondary user on the back-end system, and I'd like to confirm the information there.

 

There is a link on the bottom of that message to override and "unlink" however I wanted to confirm before we went down that route. 

New Poster

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3 Messages

@ComcastJonathan 

Hey, I'm also having this issue, can I request some assistance?

No one's been able to fix it for a little over a year, not sure what's going on with it.

Official Employee

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75 Messages

Hello @TYoung44! Thanks for posting to the Xfinity Community Forum to get assistance in unlinking your old account. I would love to help troubleshoot to get this resolved. Before doing so, I wanted to know if you can review this support document which will show you How to Link, Unlink, and Switch Between Multiple Xfinity Accounts, then scroll down the page to the "Unlinking Accounts" section. What happens when you follow this process?  

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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3 Messages

10 m ago

I am having this same issue

New Poster

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2 Messages

8 m ago

I am having the same exact issue and I would like to have my old address removed.

 

Thank you.

Regular Visitor

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1 Message

7 m ago

I am having the same issue. I can’t transfer admin rights on my old linked account. It will not give me the option for that. So therefore, cannot unlink it from my account.

Official Employee

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151 Messages

7 m ago

Hello @AClark1 @Potoplii and thank you for reaching out to us via our forums about your concerns with unlinking your accounts. Not being able to control settings with your accounts would be upsetting and never something we want for you to deal with. We would love to help you and make sure to provide you with the correct resolution. Please click on my name "ComcastPeterH" followed by send message with your full name and address so we can be able to get investigating on your account. Thank you and we look forward to helping you.

New Poster

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1 Message

6 m ago

I need help with this same issue, please. I haven't lived there in almost 2 years and it still shows up on my account. @ComcastPeterH

Visitor

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1 Message

6 m ago

I am having same issue. We moved well over a year ago and former address is still "linked".  No idea how to fix this, website does not supply a phone number to call, and in these Covidtimes I have no desire to go to Xfinity storefront for this. Please help!

Visitor

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1 Message

3 m ago

I have the same issue about being unable to unlink after I moved last month and transferred service to my new address.  The old address shows still linked. I even got an email saying there is a late payment but my account for the new address says everything is paid.

XfinityJay

Official Employee

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151 Messages

Hi @RAH1234. We appreciate you for bringing your My Account concern to our attention. Our team of experts and I are eager for the opportunity to take the steps together to make this right. 

Can you do me a huge favor by initiating a chat by providing your full name and address? To begin a chat, please click the chat icon in the top right of the page. Search for Xfinity Support, if needed. Hope to hear back from you soon. 

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

New Poster

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3 Messages

I've tries calls, and chats and no one knows how to help. I keep getting told that the old account will fall off on it's own. it says that I cant unlink the account and no option to override it.

New Poster

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3 Messages

Never mind, I had to click on that account and remove all other users first, and then go back and unlink the account. I hope this helps other people!

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