Visitor
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1 Message
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?
XfinitySara
Official Employee
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1.8K Messages
3 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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