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PRFDen
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2 Messages

Mon, Oct 12, 2020 10:00 AM

How can Xfinity have 2 accounts with the same cell number

I tried setting up 2 step auth and there was an error,  in deleting my account cell number and trying to readd I was stopped with an error saying that the number was registered.  I chatted with Xfinity and they said my number was registered on another account.  I called my carrier and they checked the DB and it is registered to me and has been for a long time.  I asked Xfinity to re-verify the number registered on the 2nd account for security purposes and they said they could not and the account was active that had it registered.  Seems to me that Xfinify would want to verify a securrity issue as this and could easily.   Anyone else had this issue?  Xfinity seems unwilling to verify my number is on someone elses account.

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PRFDen

New Poster

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2 Messages

7 m ago

Thanks for the reply,  I did re-contact the support team after posting to insist that thet reverify the number since it just did not seem right.  I got a different contact this time and they were able to delete the number and get it re-registered.  I dont know if the other account was cleared or if there account still shows the number but it is working now on 2 step auth.  I would find it hard to beleive that the number would be in an xfinity account as I have have that number for 30 years literally but will give it a 1% ,  they did not dosclose if the number was still registered on the other account but the system seems to now be working.  I thank the rep that assisted on the second contact and they did what I had requested the first time.  Appreciate the info and the assistance and we are corrected as far as I know.

Official Employee

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839 Messages

7 m ago

Hi @PRFDen 

 

Can you message me the mobile in question and we'll take a look? It's understandable that our agents will not divulge any PII that's associated with another customer, however they should be able to call and text you to verify that the number does belong to you and remove the mobile number from the other account.

 

Oftentimes, when mobile numbers churn (someone releases it and you assume it) and the prior owner forgot to remove it, it persists. 

 

To message me, click my name then click "send message"

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Official Employee

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839 Messages

7 m ago

That’s great to hear, thanks for bringing it to my attention. I’ll work with our Care partners (again) to reinforce the handling in these situations, apologies for the hassle from the first rep, glad they got you squared away.
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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3 Messages

5 m ago

my question is how to use one cell number on 2 accounts. I get a message saying it is already used on another account and won't allow me to use this for recovery, etc. on 2nd account.

Official Employee

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839 Messages

5 m ago

hi @equake, cell phone numbers are tied to a single unique Xfinity ID. What you could do is link two accounts to a single Xfinity ID.

 

Instructions are here:

https://www.xfinity.com/support/articles/link-separate-xfinity-accounts-in-my-account

 

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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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