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avalon
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Wednesday, February 5th, 2025 3:41 PM

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Deleting canceled account that appears at login

I moved to a new residence last October, at which time Comcast gave me a new account number and canceled the old account. But every time I login I'm now confronted with both accounts asking which one I want to sign into, though only one is active. I have called Comcast twice and was told by the two reps that the old account would be deleted within 48-72 hours. That was on January 25 and Jan 27, I believe. It's February 5th today, and the problem still exists so I guess they're totally incompetent or just decided to lie to me. Is there a rep out there that can deal with this problem, as it's evident that calling is pointless? If so, please contact me or explain how this problem can be resolved.

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Updated 

1 month ago

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XfinityAirelle

Official Employee

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2.4K Messages

1 month ago

 

avalon Hi there! We definitely understand how frustrating this has been, especially since you’ve already reached out multiple times with no resolution. The good news is we can help get this sorted for you. When an account is canceled, it can sometimes take a little longer for the old account to stop appearing at login due to system updates, but we know you’ve waited long enough.

 

One thing that may help is checking your Xfinity ID settings to see if the old account is still linked. You can do this by:

  1. Logging into your account using the Xfinity app
  2. Clicking on your Profile Tab (Last Tab on the bottom right)
  3. Selecting Account & Identity
  4. Under Linked Accounts, check if the old account is still listed and remove it if the option is available.

If that doesn’t work or you don’t see the option, let us know and we will assist you further. 

 

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avalon

Contributor

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22 Messages

There is no "linked accounts."

But both accounts are still visible when I first login and I have the option to chose one or the other. I always chose the active account.

At the bottom there is "Account" on the bottom right. I click on that and I get my name at the top, below which is "account settings."

Under "account settings" is Xfinity ID and security and Account details. No linked account setting anywhere.

(edited)

1 month ago

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XfinityJohnG

Official Employee

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1.5K Messages

Thank you for checking on that @avalon. Is there an option there under Manage and link accounts? If you can send me a direct message with your full name and complete address I can send you an email with the information and links to manage multiple accounts. 

To send a direct message [private message]:

   Click the "Direct Message" 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

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

1 month ago

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avalon

Contributor

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22 Messages

I finally found an option to unlink accounts, which I did and now the old account no longer shows up when I go to sign in. That seems to have solved my problem. Thanks...

(edited)

1 month ago

XfinityJohnG

Official Employee

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1.5K Messages

Excellent, I am very glad to hear that @avalon. If you ever have any other question or concern make sure to reach out to our team here. 

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

1 month ago

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