Trying to change internet plans created a second account

Question

I tried to change my internet plan but for some reason the system instead opened a second account at the same address. I says both accounts are active so I am worried I will be double billed. I would like the accounts to be merged into just the one with the new plan. I saw many people with the same problem online but no clear explanation about what should be done.

XfinityAmandaB · Answer

user_cd8194 Thank you so much for stopping in for help with this additional account. This can happen if you attempt to take advantage of a new customer offer as a current customer. There isn't an option to merge accounts, but we can disable/disconnect the new one to make sure your currently activated equipment, and account is not impacted. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_cd8194

Trying to change internet plans created a second account

XfinityAmandaB

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