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user_z3uedc
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5 Messages

Saturday, May 30th, 2026 2:08 PM

My new service account is not displaying on the xfinity app

When I log into the Xfinity app it is only showing the service I had at my old apartment in CO that is no longer active. When I try to “Link an account” and select my new address it just keeps giving me an error message saying I can’t do it. How do I actually speak with someone at Xfinity to get that fixed?

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2 hours ago

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XfinityKassie

Official Employee

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2.5K Messages

6 hours ago

 

user_z3uedc Good morning, and welcome to Xfinity Forums! Thank you for taking the time to reach out for assistance with linking your new account. I'm happy to help you get your App ironed out. May I ask if your services at your new account are active yet? 

 

(edited)

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user_z3uedc

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5 Messages

Yes the WiFi has been active since May 15

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5 hours ago

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XfinityKassie

Official Employee

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2.5K Messages

 

user_z3uedc Thank you for confirming that information. It sounds like we just need to finish linking your new account. Are you able to login and select the old account. From there, you are going to follow the steps in the link I have shared. Please let me know if you run inot any issues. 
 

 

(edited)

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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5 hours ago

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user_z3uedc

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I tried those steps and when I select the new address to get linked it gives me an error of “Something went wrong. Please try again”

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2 hours ago

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user_z3uedc

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5 Messages

When I call the customer service line it seems to know that my phone number is associated with the new account at the new address but the app doesn’t allow me to add the new address to view it

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2 hours ago

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XfinityKassie

Official Employee

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2.5K Messages

 

user_z3uedc Got it! Okay, let's take a look on our end, and see what's going on. When you get a moment, can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon Click the "New message" (pen 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.
A "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

 

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

Like

Reply

2 hours ago

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