1 Message
Linking accounts is horrible
I’ve had the worst experience from Xfinity the last 4 months. I have two accounts and one is not linked. I’ve been on the phone with them 6 times to discuss and it still is not done. Clearly this is an issue for many. If you are thinking of having more than one internet account, just a warning that viewing and paying multiple accounts is a nightmare if it is not set up properly in the beginning and they will not be able to rectify the situation. I can’t go on like this my contract is almost up and I will be going with another wifi carrier.
XfinityBillie
Official Employee
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2.9K Messages
1 year ago
@user_570109 I definitely understand the frustration. You mentioned that you are trying to link the accounts correct? Have you already tried these steps to link your accounts?
Also, does each account have it's own unique primary user id? (Keep in mind we won't ask for what your UIDs are in our public space.)
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user_98ff62
5 Messages
1 year ago
I have been trying to link my accounts and pay my bill for over a week. This is the WORST customer service experience I have ever had. I have Xfinity at two properties but only one of them appears in my online account so I have been trying to link my second account so it can be on auto pay.
On Thursday, 9/21/23, I tried multiple times to use the website (https://customer.xfinity.com/#/settings/account/linked-accounts) to link the accounts but it timed out and said "server at idm.xfinity.com is taking too long to respond". I used the chat function and spent about 20 minutes with an agent (because it took the agent 5-6 minutes to answer each of my comments) for the agent to say that he could not link my accounts and was transferring me. The agent never even asked me for the account number of my second account so not sure he was even trying to link them. When transferred, I was number 28 in line and decided to disconnect since I didn't have time to wait, again. Later that day, I tried downloading the app and I couldn't link the accounts on the app either.
On Monday, 9/25/23, I again tried multiple times to use the website to link the accounts to no avail. I tried the chat function. After about 10 minutes, it said that I was "connected to an agent" but there was no agent. Every 3 to 4 minutes, I would enter into the chat something like "Where are you?" or "Is anyone there?". No one ever responded. I waited in the chat for 35 minutes and no one ever showed up. I tried calling the customer service number, multiple times, but it just leads you in circles until the system actually just hangs up on you. They don't let you speak to an agent, ever. I tried scheduling a call back but that feature was "unavailable" that day.
On Thursday, 9/28/23, I signed up for a call back from Xfinity scheduled for 1pm that day. That was 23 hours ago and no one ever called me back. What's the point of scheduling a call back if they can't call you back at the agreed upon time?
Meanwhile, they keep sending me emails about needing to fix my account. Whenever I click on a link in the email, it just sends me in the same circles listed above. I can't believe it is this hard just to pay my bill. Imagine how hard it would be if you actually needed help or wanted to cancel service. I have never seen so many failure points (website, chat function, app, customer service phone number, call back function) in one system in my life.
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stanleyd11
Visitor
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1 Message
10 months ago
Hi, I’ve been having this problem trying to link a bereavement account. The new bill arrived in my name but I can’t access it online. Since the security breach caused the need for a password reset I can’t change the password on the bereavement account because I don’t have access to the recovery email. I have dealt with two agents who have made progress for me but I still can’t link the account. The service is about to be turned off because there is an outstanding bill that needs to be paid. Please please someone help.
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