Visitor
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1 Message
This information doesn't match our records
Hello,
I'm moving to a new address in a couple weeks and purchased an internet plan in preparation. During the checkout process, it had me link the service to an Xfinity account. I already had an old Xfinity account from a few years ago when I lived in an apartment, so I provided that information. I received an email that my Xfinity accounts were now linked and that the next time I logged in I would be prompted to select which account to view. Unfortunately this did not happen. Logging into my account only shows me the original, deactivated account from my old apartment address. I've even tried to find and link the new account by going to http://www.xfinity.com/id, but providing my SSN, phone number, or email results in an error page that says, "This information doesn't match our records". At this point, I'm not sure how to proceed. Any help would be much appreciated. Thanks.
CCAlicia
Contributor
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250 Messages
3 years ago
Hi @user_3056f7. Thank you for taking the time to reach out to us through Xfinity forums!
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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
• Press Enter to send it
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