CAN'T USE OLD ACCOUNT/CAN'T MAKE NEW ONE: Looks like you can't make changes to this plan. Please contact the account owner to continue

I had to cancel my Xfinity service a few months ago when I moved out of my last home and did not have a new address to transfer the service to yet. Now, I am moving to a new address and would like to view and eventually sign up for one of the Internet packages. When I go into my existing account and try to "Change Plan," I get the error - Looks like you can't make changes to this plan. Please contact the account owner to continue.

I've talked to at least 4 different chat agents that have told me different things. When I go 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

XfinityDemitrius

Official Employee

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1.8K Messages

3 years ago

Hi @user_dbe2c9, If you previously had an account and it is no longer active, you would be unable to use the "Change Plan" option since you have no plan. You would need to begin the processes as a new customer by visiting https://comca.st/3v4XHlp, submitting your new address, finding a plan, then create a new Xfinity ID or link your existing Xfinity ID. Would you be able to give this a quick try and let us know if you run into any issues?

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user_dbe2c9

Visitor

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5 Messages

@XfinityDemitrius Hi There! Yes, I did try this but then I run into this issue: When I go 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.

I even tried creating a net new email address for the new account. But now when I log into that one, it says there's an issue with my credentials.

3 years ago

0

XfinityDemitrius

Official Employee

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1.8K Messages

It appears you experience issues once you sign in. You would not want to be signed in to any account when going through this process. We can see if we can add services or our support line is available by calling 1-800-XFINITY. Could you please send our team a direct message with your full name and full previous service address? Not your new address where you want services. Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

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user_dbe2c9

Visitor

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5 Messages

Hi @XfinityDemitrius Is this the same as contacting the Xfinity Assistant Chat? I have spoken to 7 different agents regarding this so far, with no definitive answer. I just want to confirm I'm not duplicating my actions again.

3 years ago

0

XfinityDemitrius

Official Employee

•

1.8K Messages

We are a separate team and have no other additional information to go off of since we do not have the information we are requesting above to review the account.

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

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user_dbe2c9

Visitor

•

5 Messages

Great! Will do, thank you!

3 years ago

0

Sign-In and Account Management

user_dbe2c9

CAN'T USE OLD ACCOUNT/CAN'T MAKE NEW ONE: Looks like you can't make changes to this plan. Please contact the account owner to continue

XfinityDemitrius

user_dbe2c9

XfinityDemitrius

user_dbe2c9

XfinityDemitrius

user_dbe2c9

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