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Correct Account - Account Linkage

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Regular Visitor

Correct Account - Account Linkage

I have tried to resolve this issue many times over the last year, but I have had nothing but frustrating conversations, literal hours of wasted time sitting on hold and trying to get to someone who can at least understand what the problem is, let alone a solution to fix it... I believe my problem is simple - I had your service at a previous address years ago and decided to go with your service 18 months ago at my new address. Everytime I log in to my account, my current address and billing information is no where to be found, by my old one is. This shouldn't be a difficult problem to solve, if I can just talk to someone who understands what I am saying, I sincerely believe it can be resolved quickly... 

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Gold Problem Solver

Re: Correct Account - Account Linkage

Does https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HER... help, especially "I signed in but it shows the wrong identity / account (e.g. an old service address)"?

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Regular Visitor

Re: Correct Account - Account Linkage

I sure have - in fact, I just tried - twice, for good measure - and still no luck. When attempting to "ID my account" the issues begin. Yes, I tried with my phone, email address, and SSN.

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Regular Visitor

Re: Correct Account - Account Linkage

Also, I have a trouble ticket on this that has been open since 9/1/20.

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Official Employee

Re: Correct Account - Account Linkage

Hi @NotHappy1029 , thanks for attempting to troubleshoot yourself, please PM me. You can do so by clicking my name and the "Message" button next to it and we'll take a look at your account. Please provide as much information as possible in the private message so we can best support you. 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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