New Poster
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1 Message
Receiving message that "This phone number is already associated with an Xfinity account" when it is
I am receiving a message that "Receiving message that "This phone number is already associated with an Xfinity account" when I try to establish two-step verification on my account. However, I know the phone in question is not currently in use on another account, as it is my number. I was at one time used on another account, but that account has been deleted. How can I get Xfinity to recognize this is the case?
Accepted Solution
XfinityJonathan
Official Employee
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839 Messages
5 years ago
@jimmor10 please refer to the pinned post on this forum
https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Identity-Troubleshooting-Steps-Incubation-Thread/td-p/3366881
I tried to update my contact point and it said it was already associated to another account
If your identity is tied to a WiFi On Demand or old account where the contact point is already associated:
For Step 2, remove the email from that secondary profile
My Account --> Users --> [profile in question] --> Edit --> Contact Information / Email --> Remove
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PG456
New Poster
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1 Message
5 years ago
I have the same problem. Your solution is not quite clear to me. Are you saying login using your mobile number as a user ID and then change your passowrd? Where exactly should the generic place holder be used? Thanks.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
@PG456 @thelast
It sounds like a lot of folks have their mobile tied to their old (deleted) account and the verified mobile phone number is still associated with it. Could you try the following?
If you encountered an error and weren't able to go back in your old account, please message me and I can assist you.
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user123202
New Poster
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2 Messages
5 years ago
@ComcastJonathan - I am also getting the same error message. I tried forgot password then got a text with code but then it is asking for address. I tried several addresses that I know and no luck getting back to the old account.
Please help. Tried contacting support via chat and they could not do anything as well.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
We were able to solve it @user123202's issue, feel free to reach out if you're also having this issue.
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user123202
New Poster
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2 Messages
5 years ago
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ProfHill
Regular Visitor
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1 Message
5 years ago
I am having this issue. Support is trying to help, but not sure of they'll succeeed. Can you help me?
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sbarrera91
Regular Visitor
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2 Messages
5 years ago
Hello the same thing is happening to me and I tried your suggestion and deleted the number on the old account but it is still not letting me add it.
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Barb1808
New Poster
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1 Message
5 years ago
My problem too. Good luck!
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jimmor10
New Poster
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1 Message
5 years ago
I'm having this issue as well. Will not let me verify phone number as it indicates my phone number is already associated with an Xfinity account. I only have one account.
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emilyb87
New Poster
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1 Message
5 years ago
I can't find an old account that is creating this issue but I can't verify my phone number. there is the error message that "This phone number is already associated with an Xfinity account"
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
@emilyb87 please follow the steps above, and describe what's happening. You should be able to invite the identity using your phone number and remove the contact point from there.
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Amarylis1
New Poster
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1 Message
5 years ago
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bowersmk
New Poster
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1 Message
5 years ago
I am having this same issue! Would very much appreciate any help.
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XfinityJonathan
Official Employee
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839 Messages
5 years ago
@Amarylis1 @bowersmk please private message me and I'll take a look at your account.
Please provide in your PM your service address, account number, and mobile phone numbers that you need added to your respective accounts.
Thanks
Jonathan
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