Account does not show new service address/cannot access anything

[cmadden49]

I recently moved and contacted Comcast to make arranges for service at new address.  Rep I spoke with said she was taking care of everything on her end and the changes would show on my online account within 48 hours;  guess what-didn't happen.  I had to call back the next day to get a service rep to come out to get my equipment activated.  When I log into my Xfinity online account, it does not show my news service address.  It show my account as disconnected and I am unable to make payments or many any changes to the account.  It also has linked an old account from when I lived in Chattanooga, TN!  I have had trouble with this account since last July and if they are not resolved soon I will find another provider.  Last week I spent many hours on the phone with Comcast reports all to no avail.  The only person who actually helped me was the service rep to came out and got my services activited.

How do I resolve these issues?

[ComcastJonathan]

Hi @cmadden49 ,

Congrats on your move! Hope it went well (aside from this issue). I'll private message you so we can get to the bottom of this. 

Note: please do not post private information on this or any other thread! We want to keep your account information secure. 

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@cmadden49 wrote:

I recently moved and contacted Comcast to make arranges for service at new address.  Rep I spoke with said she was taking care of everything on her end and the changes would show on my online account within 48 hours;  guess what-didn't happen.  I had to call back the next day to get a service rep to come out to get my equipment activated.  When I log into my Xfinity online account, it does not show my news service address.  It show my account as disconnected and I am unable to make payments or many any changes to the account.  It also has linked an old account from when I lived in Chattanooga, TN!  I have had trouble with this account since last July and if they are not resolved soon I will find another provider.  Last week I spent many hours on the phone with Comcast reports all to no avail.  The only person who actually helped me was the service rep to came out and got my services activited.

How do I resolve these issues?

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[cmadden49]

Update:  My issue has been resolved, finally!  Thank you so much!

[ComcastJonathan · Accepted solution]

Thanks @cmadden49!

For folks in the forum who may be encountering the issue, take a look at the below and recommendations and see if you are able to fix your issue, otherwise, feel free to reach out to me.

Background
Cmadden had accounts A, B and C.

• A is the new account that they would like to sign in to.
  • Xfinity ID sign-in credentials were her verified mobile phone number (888-888-8888) and username1@comcast.net
• B was the original account linked to account C (the TN address)
  
  • Xfinity ID was her verified gmail and username2@comcast.net

Context

During the purchase flow/identity creation process, the mobile phone number was used (888-888-8888) and when that was verified it became the customer's Xfinity ID used to sign into Account A. The gmail was already used on Account B, and was not linked, but customers are used to signing in with their emails, so it took the customer back to the old account and not the new account. Our product team is investigating how to improve the experience. If you're experiencing this issue, try sigining in with the mobile phone number you set up your new services with.

The Fix

1. Sign into the account B/C (the old account) and remove the gmail from there. 
2. Sign in to the new account account A and add the gmail to the primary user
3. Verify the email sent to the gmail, and it's added. The gmail can now be used to sign in to the account. 

@ComcastJessie

[lmschneider2623]

@ComcastJonathan Hey Jonathan, I'm having similar issue but i cant quite figure out the posted fix for my specific issue. 

My xfinity account has 2 addresses linked, but the service on both accounts was disconnected after a move 6+ months ago where i no longer needed the service. 

I recently moved ago and DO want to purchase an xfinity internet package but my account will not let me add my new address, unlink old addresses or make any changes to either account becuase the service was disconnected. 

i'm also not able to create other account to purchase service at the new address becuase its linked to my phone number and when i type in the texted code it says "does not match our records" but not giving me options to solve the issue. 

Can you please help me out? 

[ComcastJonathan]

hi @lmschneider2623, happy to help, could you clarify what the ask was, is it to sign up for new services and you haven't been able to so far? Or have you already signed up for services and want to link your latest account to the identity you already have and then unlink the rest? 

Feel free to PM me (click my name and click "message") with your account details (emails and addresses) and we'll take a look.

Thanks!

[Jorfel84]

Good night Jonathan, I'm having the same issue, just moved and my account only shows my previous addresses, and they say they are disconnect. I called and the agent told 48 hours to solve my issue, but I'm trying and nothing. I want to be able access to my account.

Can you please help me?

[ComcastJonathan]

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@Jorfel84 wrote:
Good night Jonathan, I'm having the same issue, just moved and my account only shows my previous addresses, and they say they are disconnect. I called and the agent told 48 hours to solve my issue, but I'm trying and nothing. I want to be able access to my account.

Can you please help me?

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FYI Jorfel has been left a PM.