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user_ua2el1
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Tuesday, December 9th, 2025 4:39 PM

xfinity mobile change in Account Settings to match another account so I can then Link them

I've had several chat agents with xfinity tell me they are able to change my mobile number for one of my accounts, to match the other account, so that i can link them (log in once with one email address and then switch between accounts).  I am not allowed to change my mobile number, because every time I try, the system says, "this phone number is already linked to another account."  So I can't change the mobile number, and then the chat agents assure me that they are able to.  The last chat agent said, it takes 3-4 hours.  However, the mobile number never actually gets changed. So i have to start over with a new chat agent.  I have spoken with over 6 chat agents, and tried calling (but can't ever get a human).  Please help me understand how I can change the mobile number in the one account to match the other, so that I can then link them.

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9 hours ago

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XfinityPeterH

Official Employee

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2.5K Messages

10 hours ago

 

user_ua2el1 Thank you for your post and sharing what has taken place. have you already tried to follow the steps to link your account outlined in this link?

 

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user_ua2el1

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yes i've tried many many times to link. I always get an error message. 

The last chat agent said it was because in order to link accounts, the mobile number in the settings has to be the same for both accounts. He said he would change the number for me. He assured me. He said it would take 3-4 hours. He never did though. The number has not been updated. And I am not allowed to change the mobile number to match the other account because the system always says, "this number is already linked to another account"

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10 hours ago

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XfinityPeterH

Official Employee

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2.5K Messages

 

user_ua2el1 I figured with how much you have tried that you already did but needed to confirm. Let's see if we can figure out what is going on with your accounts. Please send us a DM with your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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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9 hours ago

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XfinityPeterH

Official Employee

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2.5K Messages

(edited)

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

Like

Reply

9 hours ago

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