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kCupz
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5 Messages

Tuesday, September 3rd, 2024 4:57 PM

Linking Mobile Account to My Main Xfinity Profile

I have been on the phone with Xfinity most of the morning trying to get my mobile account details accessible on the main Xfinity website profile. I'm wondering if anyone else has found a resolution. I moved recently this month, and before moving, whenever I logged in to my Xfinity profile on the Xfinity website (not the Xfinity Mobile website), I was able to access the information and billing for both my Xfinity internet account and my Xfinity Mobile account in the same place. Since I transferred service, the profile was updated and only reflects my account info for the new address. No info for my Xfinity Mobile line is visible to me on the main Xfinity website. The Xfinity Mobile info can now only be seen through the Xfinity Mobile website. It is annoying not being able to pay my bills in one location on my laptop. Has anyone else experienced this and found a solution? I am considering transferring to Astound Broadband because they consolidate everything on one account and I wouldn't have to hop between different websites.

I do understand there is an app for Xfinity but this does not help, I do all my billing off of my phone for security purposes.

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3 months ago

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Accepted Solution

kCupz

5 Messages

3 months ago

The issue of accessing both accounts by logging into my Xfinity's main website was not resolved. The customer service team implied that I kick sand and would have to log into two different websites to pay my bills. What is the point of having an Xfinity profile that you are supposed to be able to link multiple accounts to if they aren't actually going to link your accounts to it and make them visible to the customer? I thought the Xfinity Profile was supposed to make everything more streamlined for consumers, but it turns out that it is just another company gimmick. If anyone browsing the forums is experiencing this issue, there is no tangible solution to keep your accounts linked to your Xfinity Profile, so either deal with it or find another service provider.

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XfinityRaul

Official Employee

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1.6K Messages

3 months ago

Hello, @kCupz. I appreciate you making us aware you're having issues viewing both your Xfinity and Xfinity Mobile services in one profile like you used to before you moved. I would like an opportunity to help figure out a solution to this profile issue you're experiencing.

 

So that we don't go over something you already did this morning, can you please share with me what troubleshooting steps have you completed on your end? Also, did your username change when you moved or were you able to access your new account details using the old ID?

5

kCupz

5 Messages

Thanks for responding. I have tried using the Account Linking that is accessible through Account and Identity -> Xfinity ID and Security. I used both methods. When it prompted for an address, I attempted to input my old and new addresses. The system did not recognize either address.

I have also tried updating the address on the Xfinity Mobile account. This only updated the address on the Xfinity Mobile website and nothing else.

Yesterday, on the phone, the customer service representative helped me link the new service address to my Xfinity Profile (main website) and told me to unlink my old service address account (the one my mobile account was initially associated with).

I want to connect my mobile account to the new service address on my Xfinity Profile so I can view it on the main Xfinity Website. I have not historically used a username/ID to sign in. I use the email associated with my account.

(edited)

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3 months ago

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XfinityRaul

Official Employee

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1.6K Messages

@kCupz  Thanks for sharing everything you've done to get these two accounts linked and that you've only used the email associated with the account and not the user ID.

 

I would like to take a further look into this and see what I can do to help get your profile to populate both accounts. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

kCupz

5 Messages

I am waiting in the chat.

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3 months ago

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Again

Expert

 • 

31K Messages

@kCupz​ did you send the DM to @XfinityRaul or Xfinity Support?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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3 months ago

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kCupz

5 Messages

I contacted Xfinity Support like he said to. I am in the chat. It took awhile for someone to respond. Had to step away to take care of errands. I'm back now and have been trying to get ahold of someone but no one is responding in the chat.

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3 months ago

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