4 Messages
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.
XfinityJamesC
Official Employee
•
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
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