Issue updating mobile information, cannot unlink prior accounts

Good morning,

I received an email to update my mobile number since I used a different one that can no longer be used for the account. When trying to update the mobile number it says that my number is tied to other accounts. I saw that I have 2 prior addresses where I no longer reside that are listed as inactive to my account. Whenever I try to unlink the accounts it doesn't work (It says "something when wrong"). I looked it up and it said to try deactivating auto-pay which I've done, and it still doesn't work. Can you make suggestions to how I can remove the prior accounts and update my account mobile number?

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XfinitySara

Official Employee

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1.9K Messages

28 days ago

Hello, @user_t6izcs! Thank you for taking the time to visit our community forum with your mobile number and account concerns. You've come to the right place for help! We're great to work with here because we'll always do whatever we can to help :) If the steps outlined here don't work, even after troubleshooting (i.e. clearing cache and cookies, incognito mode, etc.), we might have to try to unlink that mobile number for you manually. Let me know if that link and/or troubleshooting steps help, then we'll go from there!

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user_t6izcs

Visitor

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3 Messages

Hi! Thanks so much for getting back to me. I've tried these steps even after troubleshooting and am still running into the same issues.

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23 days ago

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XfinityEva

Official Employee

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1.9K Messages

I appreciate you giving that a try and getting back to us here. Let's take a deeper look at this and try some things remotely. May I please ask that you send us a direct message with your full name and service address to get started?

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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
Type your message in the text area near the bottom of the window
Press Enter to send it

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23 days ago

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user_t6izcs

Visitor

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3 Messages

Just reached out, thank you!

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15 days ago

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user_vd4q8q

Visitor

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2 Messages

11 days ago

Happening to me too. For 3 weeks. I gave up trying to have phone service.

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user_t6izcs

Issue updating mobile information, cannot unlink prior accounts

XfinitySara

user_t6izcs

XfinityEva

user_t6izcs

user_vd4q8q

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