Daughter (member) can not join my new acct #; Still linked to old closed acct #

[cynthialanz33]

Hello,

I had comcast acct two years ago that closed and so when in and signed up for new acct month ago they gave me new acct #.

I keep trying to add my daugher as secondary user (member) but I believe her cell phone number is linked to the old closed acct #.  

I have tried everything but I can not access the old acct # to delete her off the old acct.

Thank you!

[ComcastJonathan]

Hi @cynthialanz33 ,

Let me know if this reflects the steps you've taken so far, there are some clarifying questions as I don't have enough context on what you're describing.

1. Signed in to the new account with your Xfinity ID
   1. Are you seeing your current up-to-date account that you're using now? 
2. Are you going to the "Users" tab and clicking "invite a new user" and typing in her name and phone number?
   1. Does your daughter get a text asking her to confirm her address?
   2. Note: It shouldn't matter if her phone number is associated to the old account/secondary identity hanging off of it, she should be linked to your new account if she goes through the sms link and the flow.
3. Once she is accepts and verifies, can she go into her My Account via her sign-in credentials as a secondary user and unlink herself from the old account?
   1. https://customer.xfinity.com/#/settings/account/linked-accounts

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@cynthialanz33 wrote:

Hello,

I had comcast acct two years ago that closed and so when in and signed up for new acct month ago they gave me new acct #.

I keep trying to add my daugher as secondary user (member) but I believe her cell phone number is linked to the old closed acct #.  

I have tried everything but I can not access the old acct # to delete her off the old acct.

Thank you!

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