Can't Use Old Account and Can't Create a New One

I had Xfinity several years ago, but cancelled for the past couple years. I've moved to a new address and now need to move service to my new account. When I try to use my existing account I get an error saying:

"Looks like you can't make changes to this plan.
Please contact the account owner to continue."

When I try to create a new account, I put in my phone number and it sends me the verification code. But when I enter the code, it tells me it's incorrect and I need to contact support. So I can't use my old account to move to a new address and I can't create a new one. Any help would be appreciated.

Responses

CCMike1

Official Employee

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933 Messages

3 years ago

Hello @user_c9e1ac and thanks for reaching out. I know how important it is to set up service. I would like to help out. When trying to set up the new account, are you selecting "Move to a New Address" or I'm New to Xfinity?"

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user_c9e1ac

Visitor

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2 Messages

@XfinityMikeB What page are these options on? I always end up clicking: Don't have an Xfinity ID? Create one

(edited)

3 years ago

0

CCMike1

Official Employee

•

933 Messages

You can locate it here https://comca.st/3BRxpmu;

I no longer work for Comcast.

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

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

3 years ago

0

U

user_dbe2c9

Visitor

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5 Messages

3 years ago

Hello! I am running into this same issue and would appreciate some assistance!

1

0

XfinitySara

Official Employee

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1.6K Messages

Hey there, @user_dbe2c9! Thanks for bringing your mutual concerns to our attention. We definitely want you to be able to access your account(s) as necessary, so I'll do whatever I can to help :) Here's some really great information regarding How to Link, Unlink, and Switch Between Multiple Xfinity Accounts. Does following those instructions help you gain access to the appropriate account(s)?

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

3 years ago

0

Sign-In and Account Management

user_c9e1ac

Can't Use Old Account and Can't Create a New One

CCMike1

user_c9e1ac

CCMike1

user_dbe2c9

XfinitySara

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