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user_rd12mc
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4 Messages

Wednesday, June 25th, 2025 6:23 PM

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removing account

I am trying to remove an address from my account but am unable to. I click the "unlink" button but it says an unexpected error has occurred. I've tried this like 3 different times and have not gotten an answer.

I also need access to xfinity rewards. I should be eligible for it because of my military that has been verified but it's not letting me log in.

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1 year ago

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XfinityJustinC

Official Employee

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2.4K Messages

1 year ago

Hello, @user_rd12mc thank you for creating a post over Xfinity Forums. You've contacted the right place for assistance and would like to help with account link and Xfinity Rewards concern. I did have a couple questions when you have time to answer: 

- When attempting to unlink the account, is it by following the steps outline here: https://www.xfinity.com/support/articles/switching-between-multiple-accounts ? 

From experience, I know that certain accounts may not be eligible are typically associated with apartments or employee accounts. This article also mentions the eligiblity status: https://www.xfinity.com/support/articles/xfinity-rewards-faq

- Is your account you're trying to sign up for the rewards at an apartment, or do you have emplyoee services? 

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user_rd12mc

Visitor

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4 Messages

The old address is a condo I used to own. I moved the service over to my current house which I also own. I am not an employee. I moved my service to my new house and I own it, it's not an apartment.

1 year ago

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XfinityJustinC

Official Employee

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2.4K Messages

@user_rd12mc thank you for the additional information, that is helpful. I have seen at times, condos may be listed as a "multiple dwelling unit" similar to apartments and can cause the ineligibility for Xfinity Rewards. 

We do partner with an awesome back end Xfinity Rewards team, and can open a ticket to have the eligibility reviewed. And also help with the unlinking of the accounts. 

Since I will need to gather some additional information that we don't want in our public conversation. When you have time please send a direct message. 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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