A

Wednesday, July 10th, 2024 1:26 PM

Remove addresses associated with old account

When I try to manage my account, in any way, it shows my same address 3 times.   2 of them are inactive but it never tells you which ones and it is ridiculously cumbersome with the slow loading times of Xfinity website and app.   So for example if I click the top one it might hang for 30 seconds then say.  "We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help."  I tried that and the person was completely baffled and said we don't have a team for that but I can help change your service.  I just want to be able to shop and manage my account on my own.

If I go to account details it only shows one address so it's not there.  Any assistance would be greatly appreciated.

Official Employee

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1.8K Messages

5 months ago

Greetings, @Armchair! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with these inactive accounts, but you have definitely come to the right place for assistance.

 

I am not aware of any way to remove your historical account records from your profile, unfortunately, but you should be able to assign a unique label to your active account, so it will be easier to identify from the loading screen. In order to do this, you will need to log in to the active account first, so you may need to do a little trial and error to set this up. Once you are in you can create an account nickname by going to "Account and Identity," which is in a dropdown under the profile icon in the top-right corner of the screen. From there, you can scroll to "Account Details" and you should see an option to add or change the nickname for your account.

 

I moved last year, so my profile now has two accounts listed under it. I added the name of my street as the nickname for my active account, so I can identify it whenever I create a fresh login. You can find more details about how to edit your account nickname here: https://www.xfinity.com/support/articles/xfinity-app-account-settings

4 Messages

I added a nickname and unfortunately that doesn't make a difference when I go to manage my services.   It appears like:

You have more than one address on your account

Which address would you like to shop for services?

Identical Address

Identical Address

Identical Address

Official Employee

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1.8K Messages

Thank you for clarifying, @Armchair. It shouldn't matter which one you choose, as long as you are logged in to your active account and all three addresses are the same. Do you get the "We're Sorry" error when you select any of the options, or does it only happen when you accidentally select the wrong one?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 Messages

It hangs for like 30 seconds then says ""We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help." for 2 out of the 3 but there is no way to tell which one is the good one before clicking.

Official Employee

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2.2K Messages

We would like to look at your account and dig a little deeper into this issue. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

Ok, I sent a message and included full name and address

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