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When I moved i had my username and email transferred to my new account but not unlinked to my old so When I sign in it defaults me to my old address and account which I have moved from over 6 months ago. I wouldn't really mind but because of this Im unable to pay my bill or see account info using the Xfinity official ap being that it takes you to the primary (old) account only. Also because of this I cannot download xfinity constant guard Norton because it goes off your primary account status which shows I dont have service obviously since I moved from there, so doesn't authorize the download and states I need Internet subscription which I do have under the new account.
Solved! Go to Solution.
I have escalated your concerns to our National Activation, Security and Repair Department. This department specializes in handling unresolved service issues such as yours. I have included your contact number provided in your account, and if additional information is needed, you may be contacted by a representative within 24-72 hours. If you would like to be contacted at an alternate telephone number, please reply directly to this post.
I have escalated your concerns to our National Activation, Security and Repair Department. This department specializes in handling unresolved service issues such as yours. If any further information is needed a representative from this department will contact you within 24-72 hours. If you have any further questions or concerns please do not hesitate to reach back out to us.
I'm having the same problem. My new address doesn't show up in the my account mobile app and my x1 devices aren't showing up in my profile page. Was on the phone for 2 hours with 5 different people and no one could fix it. This is incredibly frustrating.
To view your new account, you will need to link your old account with your new account. I have provided how to Link your account using My Account online:
To Link Accounts
This was resolved, Im not sure by who unfortunately. I received a call about a month after posting this letting me know it was fixed. Everyone else was just telling me to link the account or responses that were no help. Youre not capable of choosing your primary account yourself, its just a simple switch but without you cannot use the ap or download norton on a new computer.