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msh2668
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2 Messages

Thursday, March 27th, 2025 12:55 PM

You don't have Xfinity Services There isn't an Xfinity service associated with this Xfinity ID

When I try to use either the app on my phone or a browser from any PC I get the error message that is in the title.  The account is new and I believe it is somehow scrambled up with a different account I had on another email address that I used for a rental property in the past.  At the Comcast store we actually decided to make the new account on a separate email to avoid them being confused with each other, but it seems to have had the opposite effect.  Either way, I'm going to need access to pay my bill at some point and it would be nice to have full service on the app and website.  I've seen questions similar to this asked before quite a few times, but no answer has been posted.  Any help would be appreciated, I've already been through at least 5 hours with customer service on the phone who, not surprisingly, have gotten nowhere.  The only thing we've established is that there seems to be two accounts tied to my address and they are somehow interacting with each other.  Please advise.

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Updated 

24 days ago

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XfinityEmilyB

Official Employee

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1.9K Messages

24 days ago

@msh2668 Welcome to our community forum! Thanks for reaching out so we can help you access your account and manage your services through the awesome Xfinity app! It sounds like your new profile may be linked to your previous account. Please use these instructions to unlink the old account and let me know if you're able to view your current account and services. 

(edited)

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msh2668

2 Messages

I tried all of those suggestions you listed above.  Each ended with me being directed to the page that says, "You don't have Xfinity Services
There isn't an Xfinity service associated with this Xfinity ID."  There is no way to pick between different users because it believes there is no service for the stated account.  I can testify I have service because I'm using it at this moment to write this. 

The two account use different emails, so it's not a case of two different identities being under one email, it's a problem on Xfinity's end.  All I can tell you is that the last representative said there were two mailing addresses linked to my account somehow, and the two addresses were almost the same, but slightly different.

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24 days ago

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XfinityEmilyB

Official Employee

 • 

1.9K Messages

@msh2668 I appreciate you giving that a try before reaching out. We're a team of experts and we'll stick with you until we figure out what's going on with your online profile and find a solution together. 

Please send a direct message by clicking the 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. Include your name and address so I can find the account and get started on a resolution. 

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
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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24 days ago

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