Visitor
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3 Messages
Verification phone number with a wrong digit
Hi. I recently started service with xfinity after some time. I seem to be stuck in a verification catch-22 and could use some help from an official employee. I can access my account, pay my bill, check information, etc., with no problem, but in my account information, there is a request to verify the account via text message. In my account ID information I can see the right phone number, but the phone number associated with the verification of the account has a digit wrong (ending in 5 instead of 8), so I cannot receive the text to verify the account. When I try to change that phone number, it does not let me do it because I have to pass the verification first (and the verification is associated to the number with the wrong digit!). I am concerned I will not be able to do anything with my account because of this. Can an employee please help me reset or update the security phone number to the one already on my profile ID (the phone number ending in 8)?
Thanks!
XfinityDilary
Official Employee
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3.7K Messages
3 hours ago
Thank you for posting on our community forums, user_2fd5f5. Just to make sure we're on the same page, you're opening the Xfinity app and navigating to Account > Account Settings > Xfinity ID & Security > Personal Information > Mobile Number to update the phone number. Is that correct? Is that when you get stuck with the code verification?
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user_2fd5f5
Visitor
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3 Messages
2 hours ago
Thanks for your help. Yes, that is exactly what I do. When I get to Mobile number it says "Pending Verification," but that number has a wrong digit. When I click there, I get two options: "Send new code" or "Change mobile number." When I try to change the mobile number, sometimes it says it is not possible to do it; other times, it asks me to verify my request with a code sent to my email. After verifying, it says "Enter a valid mobile number," as if there was a problem with my number. In the website, under my name I can see the right phone number and I have been getting text messages from Xfinity. It seems that the backend database is out of sync with the verification module number for whatever reason. So everything seems to be associated with the right phone number, but the verification process.
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