1

Visitor

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3 Messages

Mon, Apr 25, 2022 5:54 PM

Link Account

Recently I bought a condo in FL. The xfinity service was to be switched from the prior owner to me. Somehow, this is not done after hours on the phone, repeated forms submitted.  How can I actually reach someone who will solve the problem? 

The immediate problem is when I log in online to confirm everything, the account that shows up is an account I had in DE 5 years ago. I click on Link to add another account - and get an error message that a communication error has occurred. 

How do I get access to my correct, current account? 

XfinityGina

Official Employee

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602 Messages

4 m ago

Hi @user_77a32d, congratulations on the new condo! 

 

It sounds like the online issue may be resolved by unlinking your old account. As for the switching of the account services, that would usually be done by a transfer of ownership process and would mean that the new owner would be keeping all of the same services and equipment, essentially just changing the name on there. It requires both the new and old account owners to sign notarized affidavits which are either submitted electronically or in one of our service centers. Have those steps already been completed? 

 

Please let us know if the unlinking works too! 

Visitor

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3 Messages

@XfinityGina​ 

My Account page does not have a settings tab nor is there Account Details. Screen capture below. The My Account tab goes nowhere - just to a page saying Welcome Back.  When I look at that account, there is no unlink option. 

I have completed and sent in the paperwork requested - at least three times. I have talked to people on the phone - for hours. The seller has talked and chatted with people Comcast - for hours. We are both extremely frustrated. 

I repeat - how do I reach someone who can actually get me access to my account online so I can confirm that the steps are actually done?

Visitor

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3 Messages

When I went to the site on my phone - rather than on a desktop computer - I saw a settings button. When I clicked, I got an error message that the account was disconnected - but the only linked account is the one from Delaware years ago, so that makes sense. But I have been told on the phone- all fixed - twice. I have an email from xfinity - all set !  But its not all set. 

I do not want to go to a Comcast office if I can help it. 

XfinityGina

Official Employee

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602 Messages

4 m ago

Thank you for letting us know about the unlinking, and for the information about what was already done with the transfer of ownership! It helps us to know where things are at and also potentially helps other forum members who may be looking into the same or a similar topic, too! 

 

We would be glad to take a further look into this for you. We'll be glad to try and resolve this without you having to go into a store, if it can be avoided :)

 

Please send us a direct message, using the following instructions:

 

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://comca.st/37JFsZx

 • 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

See https://comca.st/3OuO1YR for an example.

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