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user_b09vp2
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09/05/2026 11:50 PM

My old account ending in 9598 is disconnected and still attached to my Xfinity ID

I need help from a human with an account-linking problem. I moved service on September 1. My old account ending in 9598 is disconnected and still attached to my Xfinity ID mgt4. My move confirmation states that the new address has a new account number, but that new account is not linked to my Xfinity ID and I was never given the number. I have now been rate-limited from SMS verification after repeated attempts. Please locate the new account by my service address and link it to mgt4, or provide another way to verify and link it.

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15 hours ago

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XfinityAmandaB

Official Employee

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3.4K Messages

15 hours ago

 

user_b09vp2 Thank you for stopping in for help with accessing your new account information in your Xfinity app. It sounds like there was an error linking the customer information, like your Xfinity ID and your contact information, to your new account. No worries. You should be able to complete and correct that on your end without waiting around for us. If you check out the steps here, you can see how to link the new account to your old account and current login information. 

If you have any issues with that process, please let me know. 

 

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user_b09vp2

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2 Messages

Thanks, Amanda. I was able to get past the initial identity-verification step using an email verification code. However, the next step asks for the mobile number associated with the account. I enter [Edited: "Personal Information"], which is the correct contact number, and after processing for about a minute Xfinity returns: “This information doesn’t match our records.”

So I cannot complete the self-service linking process. This seems consistent with your observation that the customer/contact information may not have been linked correctly when the new account was created.

Could you please help locate the new account from the move order and correct/link the customer information from your side? I’m happy to provide the new service address and any other identifying information privately.

(edited)

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15 hours ago

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XfinityAmandaB

Official Employee

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3.4K Messages

 

user_b09vp2 Thank you for the update. Locating the account wouldn't be the issue. Verifying the account so I can get in to help with the linking may be an issue if the new account does not have any of those verification options, but I am more than happy to take a look and get you pointed to where you need to go if I can not make that change for you. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.

 

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