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Receiving message that "This phone number is already associated with an Xfinity account" when it is

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New Poster

Receiving message that "This phone number is already associated with an Xfinity account" when it is

I am receiving a message that "Receiving message that "This phone number is already associated with an Xfinity account" when I try to establish two-step verification on my account.  However, I know the phone in question is not currently in use on another account, as it is my number.  I was at one time used on another account, but that account has been deleted.  How can I get Xfinity to recognize this is the case?    

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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

I have the same problem.  Your solution is not quite clear to me.  Are you saying login using your mobile number as a user ID and then change your passowrd?  Where exactly should the generic place holder be used?  Thanks.

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@PG456 @thelast 

It sounds like a lot of folks have their mobile tied to their old (deleted) account and the verified mobile phone number is still associated with it. Could you try the following?

  1. Sign out of your current account
  2. Go to www.xfinity.com/password and enter your mobile number, the verification code, and enter a new password. That should get you signed into your old account.
  3. Once you're in, go to My Account --> Users --> and under "Mobile phone number" click "Edit" then "Remove". 
  4. Sign out and sign back into your current account, then attempt to add and verify the mobile number, and let me know if that worked for you.

If you encountered an error and weren't able to go back in your old account, please message me and I can assist you. 


I am an Official Comcast Employee on the Identity Product Team.
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