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user_1dpdzj
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Wednesday, December 24th, 2025 7:09 PM

Need Help Removing Old Linked Account

I have Xfinity internet and online my account shows two addresses: my current address where I've lived for many years and my old address. I am unable to remove the old address through "Manage Linked Accounts" as I get a "Hmm that page didn't load correctly error". Would appreciate any assistance.

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23 hours ago

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XfinityKei

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24 hours ago

@user_1dpdzj I'm sorry to hear you experienced some issues while trying to unlink your accounts. Can you log out and back in to confirm if it removed from your last attempt?

Just to confirm, Did you follow the steps in this link https://www.xfinity.com/support/articles/switching-between-multiple-accounts 

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user_1dpdzj

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Hello, I tried following those instructions but am not able to. Once I click on it I get this message:

Hmm, the page didn't load correctly

Try refreshing the page, if the problem persists, try again later.

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23 hours ago

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user_1dpdzj

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I am also trying to add a mobile phone number to the account on my current address but I get the error that "Mobile Number is already linked to an active account", presumably because this old linked but no longer active account still exists.

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23 hours ago

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XfinityMartyR

Official Employee

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2.8K Messages

 

user_1dpdzj Thank you for letting us know you already went through the unlinking process outlined on our online article. It sounds like you may have an older account that you are trying to unlink, and it's failing. In this situation it is recommended that you reach out to our Customer Security Assurance Team directly for assistance. They should be able to help get this removed, and your number updated. 

 

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23 hours ago

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user_1dpdzj

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23 hours ago

OK so I managed to unlink my old account using the Xfinity app, however I am still unable to add a mobile number to my current account as it still gives the error that it's linked to an active account.

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