Visitor
•
2 Messages
Xfinity Store CSR CLOSED Existing Account and Created New One Instead of Just Changing Plans.
I had a long standing triple play package on my account and wanted to change to 2 gb internet service.
The local Xfinity store CSR said that was not possible due to a triple play package being in place. He said the only way to change the internet was to completely cancel the triple play package and add brand new services in the account. There was assurance this would all still be in same account. The account would not change, just the services. I foolishly believed the CSR knew what he was doing.
Looking at things online, I ended up with TWO XFINITY accounts instead of one.
1. The desired, original one with all our associated email accounts, but with a triple play plan (and presumably entire account) pending discontinuation.
2. A new account under the wrong name but with the new internet and cable packages.
I need the ORIGINAL account with the new service packages and existing email accounts.
Huge issue with killing old account is our Comcast email accounts being at risk of loss if not access via Xfinity web mail. We never use web mail and primarily access mail via Apple Mail.
How and whom do I contact to get this new vs old account mess fixed?
XfinityJanelle
Official Employee
•
1.8K Messages
1 month ago
Hey @guykuo , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding the multiple accounts. I would be more than happy to offer my assistance looking into this further for you. We have received your direct message, we will be responding shortly.
Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you.
0
guykuo
Visitor
•
2 Messages
1 month ago
XfinitySara got this taken care of smoothly and efficiently via the direct message chat system.
Got everything that should have been accomplished and got rid of the extraneous account. Very impressed with how well it went. She even managed to move the modem from errant account to proper account without needing me to re-provision the modem.
Bravo all around for XfinitySara!!!
0