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user_vki5vd
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Visitor

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1 Message

10/15/2026 5:09 PM

New Account Password

I had an Xfinity acct 10yrs ago, I opened a new account and receiving all log in info for that account. Was on an online chat from 930-1pm and no one could assist me with logging into the new account EVEN with the updated account number. This should not require a rocket scientist to do this but with all this wasted time it is still not fixed. 

I was given new log in info and needed a password reset, did that AND it took me to the old account again. 

It seems as though nothing has changed from 10yrs ago with service, nothing with the reps, just the process.

Then someone was supposed to call me 5-7 minutes and crickets.....when my bill is due I am sure it will be accurate and on time.

How can my old info not be meshed with my new current account, if I did not need this for work it would  have been cancelled today and its only been 2 days with hundreds of text messages to my phone for additional services but cannot get this corrected. 

Please help 

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1 day ago

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XfinityAdrienne

Official Employee

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2.4K Messages

1 day ago

Good Morning, @user_vki5vd! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with attempting to access your new account login information, it certainly is not what we want for our customers. I would be more than happy to further troubleshoot with you to ensure you have access to your new account. Can you please send us a DM to get started? 

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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