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Linking accounts - says they're linked but they aren't

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Regular Visitor

Linking accounts - says they're linked but they aren't

I have tried numerous times to link my two Xfinity accounts. After I finish, it states that my accounts are already linked but they are NOT. My second account (or anything else for that matter) does not appear in the dropdown from my Account Number. This is extremely frustrating.

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Official Employee

Re: Linking accounts - says they're linked but they aren't

Hi @nightowl1224 , I do only see you linked to one, are you trying from the Linked Account section in the Settings? https://customer.xfinity.com/#/settings/account/linked-accounts

We've only enabled it for those without an existing Xfinity ID, if both have Xfinity IDs on them already, you can sign in to your secondary one and add a new user and in invite the contact points tied to your other one 

 

If you'd like help doing it, you can private message me the addresses, account numbers and I'll take a look for 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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Regular Visitor

Re: Linking accounts - says they're linked but they aren't

Yes, that is how I have attempted to link (Hit "+" for Link accounts, go through either mobile number/SSN..........). I'm never asked for info on my other account (somehow presuming Xfinity knows what it is through name or SSN) but I'm just flipped back to main screen with message in blue that says accounts are linked. 

 

I don't know how to send you a PM but would like to.

 

Thanks

 

 

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Official Employee

Re: Linking accounts - says they're linked but they aren't

I'll PM you (the reason we ask folks to PM is because they often don't always check their messages and don't reply)


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.
Was your question answered? Mark the post as Best Answer!
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Contributor

Re: Linking accounts - says they're linked but they aren't

I am also trying to link 2 accounts and have been unsuccessful in doing so.  I spoke to rep and she said to do online.  Tried numerous times but cannot get past the security screen of visual or audio challenge.  What can I do?   Is comcast still linking accounts?   Thanks

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Regular Visitor

Re: Linking accounts - says they're linked but they aren't

Jonathan from Comcast (in forum string above) was kind enough to accomplish this for me. He was great and patient dealing with a technically clueless person like me. I sincerely doubt I would have ever been able to figure it out myself even though the Xfinity instructions make it seem like it should be so simple. You may want to send a message to him.