1 Message

Thu, Jul 1, 2021 3:39 AM

Linked Account Problems



I had an existing Xfinity account tied to my e-mail address, primary phone number, and ssn that I created about a year ago. I called last week to set up another account because I am moving (but am keeping the old account active for the time being). With someone on the phone, we selected the plan for my new house, set up the installation process, set up an account with a # different from the old one, and paid. I clicked a link in the e-mail I received to set up an account to be tied to this account and used the same e-mail address as before. Yet, now, when I try to log in with the new info, it does not work. Only my original log-in info works and it will only show my old home.


I currently have no way of accessing my account tied to my new home. I have tried linking accounts, but it says the 'primary user' of the new account must invite me -- but I cannot access this account?? I've been trying to get access to this account for 3 days. Can someone from XFinity look into this? @ComcastJonathan I have seen you responding to people with similar issues -- would you be able to reach me and help me out? I don’t see an option to PM you. 

Or has anyone had this issue and solved it?


Thank you very much!


Official Employee


190 Messages

3 m ago

Hello @user_852a16, thank you for taking the time to reach out to us. I know just how important it is to be able to log into both accounts. Our team can most definitely assist!


Are you able to use this link

https://comca.st/3dumxS6 to uncover the primary user for your new account?


After uncovering the primary username with the first link, we may need to use this link

https://comca.st/3w8rkiH to reset the password for the primary user on the new account.

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