New Poster
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2 Messages
Moved, account number changed, no access to new account
The recent storm in the Midwest displaced me to a new apartment in the same building. I have the new account set up for the new apartment, and I was given the number over the phone. I was told a new account number is created when you move.
However, I can only access the previous account, which is indicated as closed. There is no option to access the new account for my current address, although my network will pop up for 5-10 minutes at a time a few times a day and I can access the web normally for this short window of time. I am not able to access hotspots at all. The apps all link me to the same old, closed account. What can I do or how long am I paying for service I cannot access?
However, I can only access the previous account, which is indicated as closed. There is no option to access the new account for my current address, although my network will pop up for 5-10 minutes at a time a few times a day and I can access the web normally for this short window of time. I am not able to access hotspots at all. The apps all link me to the same old, closed account. What can I do or how long am I paying for service I cannot access?
Accepted Solution
XfinityJonathan
Official Employee
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839 Messages
4 years ago
For the forum folks, there were some different actions we've had to take on the overall issue to resolve, please feel free to refer to this so you can skip the need to call in:
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BruceW
Gold Problem Solver
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25.9K Messages
4 years ago
When you move you might expect Comcast to move your logins from the old account to the new one, but they often don't. Instead, they create a new Primary login which they may or may not tell you about.
Double check your UserIDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account and an indication of which one is Primary.
If the IDs are not as you expect, contact one of their reps at the phone number on your bill or 1-800-Comcast, or use one of the other options on https://www.xfinity.com/support/contact-us/ and have them fix the problem. You might have better luck with their Comcast Security Assurance department. You can reach them at 1-888-565-4329 (from https://internetsecurity.xfinity.com/help/report-abuse/).
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XfinityJonathan
Official Employee
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839 Messages
4 years ago
Hi @ams68 ,
Your default account was set to your old one, we've made back-end changes to prevent this from happening (always setting the newer account as the default during a move/transfer) so we're investigating how this one slipped. You should be able to sign in now, let me know if it's still an issue.
Thanks!
Jonathan
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ams68
New Poster
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2 Messages
4 years ago
Edit: Within exactly 5 minutes of being able to connect, read your post and respond, the network disappeared. My partner and I have been commenting that the internet is only available for "like 5 minutes three times a day" but I actually think this is exactly how much internet we have been able to access. And my devices still cannot use XfinityWifi (the hotspot or whatever you call it) as backup.
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XfinityJonathan
Official Employee
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839 Messages
4 years ago
Hi all,
@ams68 was able to go to a retail store and swap out his XB6 that was overheating for an XB7 and things are working fine now.
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