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mmlachak
1st Topic

Visitor

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3 Messages

Thursday, October 17th, 2024 4:00 PM

Unable to unlink old phone number

When I try to add a new user to my account it says that the phone number is already in use. This number was attached to an old account . I am unable to get access to the old account via login or any other means. All I want to do is set up my wife as a user and give her a xfinityID. I have tried everything. I am tech savvy and have in the industry for  over 40 years. Your existing support has not been very helpful at all. Looking to getg this resolved as quickly as possible, before I resort to more harsh measures.

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2 months ago

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XfinityKassie

Official Employee

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1.4K Messages

2 months ago

 

mmlachak Hello there! Thank you for taking the time to reach out to our Community Forums Team. I can see how this would be frustrating, and want to help you resolve this as quickly as possible. Can you please send a Direct Message with your name, the name on your account if different from yours, the service address, and the phone number we are working with? 
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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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mmlachak

Visitor

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3 Messages

@XfinityKassie​ I did as you requested and have been waiting for over 15 minutes. Is there a faster way to resolve this?

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2 months ago

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mmlachak

Visitor

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3 Messages

@XfinityKassie​ 22 minutes UNACCETABLE. 

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2 months ago

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XfinityThomasC

Official Employee

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2K Messages

@mmlachak 

My apologies for the long delay. When you reach out to us over social media, there's going to be a slight delay in our responses as we are not an instant chat. We use more of an email-style correspondence as we assist on multiple online platforms. However, I am still with you and will continue our conversation via direct messaging. 

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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2 months ago

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