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user_7zgy6c
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Tuesday, June 23rd, 2026 5:30 PM

Online account ties to old account

I canceled an account associated with my email and phone number 6 years ago.  I recently signed up for new service but cannot use online services.  It appears my phone and email are tied to the old service and when I attempt to go around using email or phone I get a no match found error

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2 hours ago

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XfinityMartyR

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3 hours ago

 

user_7zgy6c We appreciate you reaching out to us over our Community Forums. We would be more than happy to help get you pointed in the right direction. It appears you will need to unlink your email, and phone number from your old account. Please follow the steps under Unlink accounts in the following article. 
 

 

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user_7zgy6c

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@XfinityMartyR​ 

I followed the instructions but received an error message “something unexpected happened” when attempting to manage linked accounts.  

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3 hours ago

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XfinityMartyR

Official Employee

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3.4K Messages

 

user_7zgy6c Thank you for the update! You may need to create a new Xfinity ID, and associate to your new account. To create a Xfinity ID, please follow the Create your Xfinity ID online article. 
 
If you are still running into roadblocks, I would recommend reaching out to the Customer Security Assurance Team for assistance. They specialize in Xfinity User ID concerns. 

 

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2 hours ago

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