1 Message

Sat, Aug 6, 2022 12:41 AM

Old deactivated address won't let me set up my new address

I received the at-home setup and downloaded the app to get started. My new address is associated with a different account but the old account with an old address is the only option in the app. I cannot access the setup for the equipment. Is there a way to delete that old account so only my current account is active? I've tried both linking the accounts and adding the old as a member to my current but neither worked. 

Official Employee


412 Messages

8 d ago

Hey @user_821bef


Thank you for reaching out and letting us know about the issues with the login details. I would be happy to look into the usernames and be sure we can get you access. Please send us a Peer to Peer message so that I can gather private account information. 

  • Click "Sign In" if necessary
  • Click the "Peer to peer chat" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  •  - An "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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