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I somehow have two xfinity IDs

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Regular Visitor

I somehow have two xfinity IDs

When I initially registered for service it sent me a confirmation code to my email and mobile phone. I used the one for my email, got a message saying my email was now a confirmed communication method, and got an email asking me to get started by creating my xfinity ID. I followed the instructions for that, which asked me to give either my phone number or ssn. I gave my phone number, entered the confirmation code, and got an account with a message that my phone number was now confirmed. I also had to create a password for the second time which I found odd but did anyway. In the account I noticed that it said I had no personal email associated. I thought this was very odd since I had confirmed the email, but entered it anyway. I was told the email was already associated with an xfinity account. At this point I logged out and relogged in using my personal email and the first password I made. This account had my personal email associated but I couldn't add the phone number because it was already associated with another xfinity account. Both accounts show up as users in the My Account portal (but I still don't have any linked accounts on either), and both have my name. Is there any way to delete one of them so I can associate my email and phone with a single account?

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Official Employee

Re: I somehow have two xfinity IDs

Hrm strange @joseph_g  , did you get prompted to link when you registered for services? Can you PM me (not posting here) with your account address(es), account number(s), email, and phone number, and I'll take a look for us at the setup?

 

 


@joseph_g wrote:

When I initially registered for service it sent me a confirmation code to my email and mobile phone. I used the one for my email, got a message saying my email was now a confirmed communication method, and got an email asking me to get started by creating my xfinity ID. I followed the instructions for that, which asked me to give either my phone number or ssn. I gave my phone number, entered the confirmation code, and got an account with a message that my phone number was now confirmed. I also had to create a password for the second time which I found odd but did anyway. In the account I noticed that it said I had no personal email associated. I thought this was very odd since I had confirmed the email, but entered it anyway. I was told the email was already associated with an xfinity account. At this point I logged out and relogged in using my personal email and the first password I made. This account had my personal email associated but I couldn't add the phone number because it was already associated with another xfinity account. Both accounts show up as users in the My Account portal (but I still don't have any linked accounts on either), and both have my name. Is there any way to delete one of them so I can associate my email and phone with a single account?


 


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

Re: I somehow have two xfinity IDs

For other viewers, we solved the issue when Joseph went to xfinity.com/id and looked up his identities, and there seemed to have been a back-end issue that triggered a creation using his mobile phone number of a secondary. Pretty much with the removal of the phone and secondary user that wasn't needed and an add to his primary, the issue has been resolved. 


I am an Official Comcast Employee on the Identity Product 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.
Was your question answered? Mark the post as Best Answer!