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Duplicate account causing issues

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Duplicate account causing issues


I am a new customer to Xfinity and signed up online for service to my address. The process seemed to go through, however there was no charge on my credit card as there should be. As part of the process I signed up for an account using my phone number and email address.

(On a related note, this issue is encountered by another user here:

Having contacted customer service they verified that the order did not go through and signed me up for a new order. As part of this process, they created another account.

I would like to add my phone number and email address to my new account, however these are the error messages I am presented with:

The only reason I can imagine this would happen is because the old account still exists.

I am still able to log in to the original account, however this is the error message that is presented after I successfully log in.

I have contacted customer service over three days and they are unable to understand the issue nor locate my duplicate account despite me providing them the username along with phone number and email address associated with that account.

The solution to this problem is blindingly simple: identify and delete the original account since this was never associated with any service. The original account also contains a username I wish to use, so this would also free up that username for me to change to using my new account.

I look forward to any assistance.

Official Employee

Re: Duplicate account causing issues

Hi 1123new, thank you for reaching out and I can help review this on my side for you.  Please send me a private message with your account information (your name, account number or phone number, and username). 


Thank you 

I am an Official Comcast Employee.
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