joemoewin's profile

Regular Visitor

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2 Messages

Fri, Oct 9, 2020 9:00 AM

Can't unlink previous address unless automatic payments are turned off

Hello! Appreciate help with this, thanks. 🙂

 

I have three service addresses associated with my account, reflecting two past addresses within the past year + my current (new) one. After making the current address my Primary, I went to unlink the other two (as I don't live there anymore). When trying to Unlink, it says "This account can't be unlinked yet because automatic payments are turned on. Please switch to [that account] and disable automatic payments." This is the case for both of the alternate accounts.

 

However, when switching to said account, I'm unable to even *view* the Bill and Payment Settings, let alone change anything. When I try to access it, it reads "This feature is unavailable - Your Xfinity services are disconnected."

 

Can anyone help with this seemingly impossible task of unlinking previous addresses? Thank you!

Responses

ComcastJonathan

Official Employee

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839 Messages

7 m ago

Hi @joemoewin, can you PM me your account information privately so we can take a look? Click my name and click "send message"

 

Thanks

Jonathan

 

I am an Official Comcast Employee.
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.
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Regular Visitor

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2 Messages

7 m ago

Thanks, Jonathan – sent!

New Poster

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1 Message

7 m ago

Hello, I am having the same issue as well.

Official Employee

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839 Messages

7 m ago

Hi, so the "unlink" functionality is mostly meant for secondary users who no longer want to be linked to someone else's account (e.g. I'm on my folk's as a secondary user with a "manager" role and they no longer need help managing their account or paying their bill), otherwise it's there for archival purposes to show you your past accounts, especially if you have any outstanding balances that need to be reconcilled (and allows you to see your past bills, or if you need them for financial verification purposes).

 

All you need is the "Make Primary" to indicate your default account. 
https://care-portal.xfinity.com/manage-accounts

 

If you're seeing any experience degraded as a result of having your account linked, please let me know.

I am an Official Comcast Employee.
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!tick

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