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Visitor

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3 Messages

Sat, Jun 4, 2022 3:21 AM

You cannot change account

I’m trying to start up my Comcast service again and every time I click “manage plan” or anything like that I get an error message that I can’t make changes and to access account owner, but that’s me. I keep getting a dead end and I’m going crazy I have to have internet in my new apartment please help!!! 

Official Employee

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85 Messages

4 m ago

@user_b3ac40 Hi there, thank you for taking the time to reach out to Xfinity Community Forum. I am excited to hear you are rejoining the Xfintiy family, and we are happy to welcome you back with open arms. Although you may still remember your old account information, you will need to start from scratch and create a brand-new account with one of our newer available plans. It would be my pleasure to go over some options with you, or if you would prefer to do it online here is a link that will walk you through it (https://comca.st/3mewYgQ; Let me know how you would prefer to move forward, so I can ensure you are good to go. 

Visitor

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3 Messages

@XfinityVanessa​ hi thanks fir the quick response! I tried using that link and every time I put it my new address and clicked “check availability” it just refreshed like I hadn’t entered anything. I tried creating new Xfinity ID with my phone number and ssn and each time it just said “this info doesn’t match our records” I can’t seem to get anywhere or anything done. 

Official Employee

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85 Messages

@user_b3ac40 You are most welcome, I am here to help. It sounds like you're stuck in a loop for some reason. Let's move over to a private conversation, so I can collect some information from you and get to the bottom of it. Please send us a direct message with your full name and the address you would like services installed at. You can do so by using this link (https://comca.st/3EqVMu7). 

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

Visitor

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3 Messages

Actually I just used that link in a private browser and it worked and I was able to make a new account and schedule installation! Thank you so much! 

Official Employee

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85 Messages

That is great news! I am glad to hear you found a package that fits your needs and got installation scheduled so quickly. If you have any follow-up questions or concerns in the future, we are always here to be of assistance. If you would like me to check in with you after installation, send me a direct message using the link I sent above and I can set that up. Otherwise, have an excellent night. 

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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