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user_b97s5k
1st Topic

Visitor

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4 Messages

Sunday, June 8th, 2025 3:07 PM

unlinking a linked account does not work

I have a linked account to an account that is no longer active. Every time I try to unlink it says "Something went wrong please try again later".

This is never resolved, and I cannot get the Xfinity assistant to understand my question.

There is no path to call a human being and after an internet search I found this forum.

PLEASE help me on this!

Mike

Question

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Updated 

11 hours ago

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XfinityRichard

Official Employee

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2K Messages

2 days ago

Hi there, @user_b97s5k I do apologize for the trouble you are having trying to unlink your account. If unlinking a linked Xfinity account isn't working, ensure you're not currently signed in to the account you're trying to unlink. You also need to disable automatic payments and remove any pending scheduled payments before unlinking.-Richard

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user_b97s5k

Visitor

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4 Messages

This is an inactive account (I suspect it has been inactive for more than 1 year).  There is no auto pay or scheduled payments.

At this point I would need the assistance of someone who has access to Xfinity computer systems to perform the unlink

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2 days ago

0

XfinityRichard

Official Employee

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2K Messages

Thank you for your reply back, @user_b97s5k you are in the right place for assistance, We do not have access to your account to perform that unlinking. Are you logging into Xfinity.com? Are these the same steps you are performing?-Richard

 

  1. Click the Account icon and then select Account and Identity. 
  2. Click Xfinity ID and Security.
  3. Scroll to the Your Accounts section and click Manage and link accounts.
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 days ago

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user_b97s5k

Visitor

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4 Messages

Yes - these are the steps I have performed

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13 hours ago

0

XfinityRichard

Official Employee

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2K Messages

Thank you, @user_b97s5k  for trying those steps. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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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13 hours ago

0

user_b97s5k

Visitor

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4 Messages

I have done as you asked and did a direct DM to Xfinity Support

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11 hours ago

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