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Deactivated existing account prevents creation of new account with same phone #.

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New Poster

Deactivated existing account prevents creation of new account with same phone #.

Hi, 

 

I want to shop for internet services at a new apartment I will be moving into soon. However, I have an existing xfinityID associated with an apartment that I no longer live at. This account has the service deactivated, and currently does not allow me to shop for new services. When I attempt to, it takes me to a blank page with a question mark stating:

 

"Looks like you can't make changes to this plan. Please contact the account owner to continue."

 

Speaking with a service rep, I was told that I could just create a new account and link it to the old one, but this too does not work. When I try to sign up for a new account, and I can enter my phone # and receive a verification code, but when it is entered, I get the error:

 

"This information does not match our records Try again or contact us and one of our agents will be happy to help you." 

 

So I can't use my old account, and I can't create a new account. Is there anything I can do?

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Official Employee

Re: Deactivated existing account prevents creation of new account with same phone #.

Hrm, you should be able to open a new private browser, and in the "New to Xfinity" go there and type in your address. You can start as essentially a new customer, and when you provide your contact point on an existing account, it'll automatically pull them in and reclaim that identity.

 

 

ComcastJonathan_0-1595266199580.png

 


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