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user_a1e3w2's profile
user_a1e3w2
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Tuesday, December 3rd, 2024 3:19 PM

Unable to log into Second Xfinity Account

I have two Xfinity accounts (one in CA and one in  FL USA) both use the same email contact and the same mobile phone contact (but separate Xfinity emails of course).  Switching between the accounts on the Xfinity app requires re-verification.  That worked fine with text message and phone verification. But now with email verification, I do not get the email for the (currently remote) account. So I cannot login.  This causes problems in paying bills or even logging into this site, related to the second account.  Please tell me how to setup verification for an account, when I can't login to that account.

It is extremely annoying trying to solve this without being able to talk to a person.

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5 days ago

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XfinityThomasB

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12 days ago

Greetings user_a1e3w2

Have you confirmed the primary email is set up using your Xfinity email or a 3rd party preferred account? We appreciate you getting us in the loop to help. 

(edited)

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user_a1e3w2

Visitor

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3 Messages

Thanks for the quick reply. Both accounts use the same third party email as the primary contact. And the same mobile phone number. This has not been an issue in the past, though verification was always through the text messaging phone #.

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12 days ago

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XfinityThomasB

Official Employee

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1.5K Messages

If you are out the country and unable to access email, you can always pay through our IVR phone system. That is extremely common for people that might be traveling and unable to access email. Our pay by phone is toll-free, you can reach to pay by calling 1-800-XFINITY (1-800-934-6489). You would just select prompt #2 for Billing and Payments. 

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

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12 days ago

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user_a1e3w2

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I am not out of the country.. I have two homes (CA & FL), both with Xfinity full service, which I use the Internet to remotely view cameras and need to log in not just to pay bills. I need to speak to a person at Xfinity!

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5 days ago

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XfinityAngie

Official Employee

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1.5K Messages

 

user_a1e3w2, I would like to take a closer look at your account and see what we can do to resolve this issue for you. There is a way to do this, but I think we need to see what ID has access and go from there.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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

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5 days ago

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Again

Expert

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31K Messages

@user_a1e3w2​ 

Sign out of one account, then delete the cookies and cache for the site.  Close your browser and start a new session and try logging in to the other account.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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5 days ago

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