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Receiving message that "This phone number is already associated with an Xfinity account" when it is

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New Poster

Receiving message that "This phone number is already associated with an Xfinity account" when it is

I am receiving a message that "Receiving message that "This phone number is already associated with an Xfinity account" when I try to establish two-step verification on my account.  However, I know the phone in question is not currently in use on another account, as it is my number.  I was at one time used on another account, but that account has been deleted.  How can I get Xfinity to recognize this is the case?    

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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

I have the same problem.  Your solution is not quite clear to me.  Are you saying login using your mobile number as a user ID and then change your passowrd?  Where exactly should the generic place holder be used?  Thanks.

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@PG456 @thelast 

It sounds like a lot of folks have their mobile tied to their old (deleted) account and the verified mobile phone number is still associated with it. Could you try the following?

  1. Sign out of your current account
  2. Go to www.xfinity.com/password and enter your mobile number, the verification code, and enter a new password. That should get you signed into your old account.
  3. Once you're in, go to My Account --> Users --> and under "Mobile phone number" click "Edit" then "Remove". 
  4. Sign out and sign back into your current account, then attempt to add and verify the mobile number, and let me know if that worked for you.

If you encountered an error and weren't able to go back in your old account, please message me and I can assist 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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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@ComcastJonathan  - I am also getting the same error message.  I tried forgot password then got a text with code but then it is asking for address. I tried several addresses that I know and no luck getting back to the old account. 

 

Please help. Tried contacting support via chat and they could not do anything as well.

 

 

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

We were able to solve it @user123202's issue, feel free to reach out if you're also having this issue.


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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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

Thank you @ComcastJonathan for quickly taking care of the issue. You are awesome.
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Regular Visitor

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

I am having this issue. Support is trying to help, but not sure of they'll succeeed. Can you help me?

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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

Hello the same thing is happening to me and I tried your suggestion and deleted the number on the old account but it is still not letting me add it.

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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&quo

My problem too.  Good luck!

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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

I'm having this issue as well. Will not let me verify phone number as it indicates my phone number is already associated with an Xfinity account.  I only have one account.

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@jimmor10 please refer to the pinned post on this forum

 

https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Identity-Troubleshooting-Steps-Incu...

 

I tried to update my contact point and it said it was already associated to another account

If your identity is tied to a WiFi On Demand or old account where the contact point is already associated:

  1. Invite the profile that has a contact point you can't update
  2. Remove the email
  3. Optionally remove the profile

For Step 2, remove the email from that secondary profile 

My Account --> Users --> [profile in question] --> Edit --> Contact Information / Email --> Remove


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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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

I can't find an old account that is creating this issue but I can't verify my phone number. there is the error message that "This phone number is already associated with an Xfinity account"

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@emilyb87 please follow the steps above, and describe what's happening. You should be able to invite the identity using your phone number and remove the contact point from there. 


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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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

The issue is I got a new phone number and I’ve been trying to update my account but my new number is connected to someone else’s account.
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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

I am having this same issue! Would very much appreciate any help.

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@Amarylis1 @bowersmk  please private message me and I'll take a look at your account.

 

Please provide in your PM your service address, account number, and mobile phone numbers that you need added to your respective accounts.

 

Thanks

Jonathan


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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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

@ComcastJonathan 

 

Having same issue while setting up 2FA. Here's my situation:

 

- One primary user/manager and two secondary users/emails. I use different emails for different activties - one for charity related work, the other for shopping etc. 

- Have set up 2FA for one of the secondary emails. 

- But now, I cannot set up 2FA for the other two and I get the "This phone number is already associated with an Xfinity" error message.

 

Does this mean I have to have three different mobile numbers to set up 2FA for the three emails that I use?

 

Thought I'd use the Xfiniity Authenticator, but am facing the same issue as it also asks for a mobile number.

 

Can you please suggest a solution?

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

Hi @sammy_j, your situation is a bit different than the others. You can only use your contact point once per identity unless you're linked across acounts, so 2FA will require additional contact points. You can use username+shopping@gmail.com if you need an alias to share emails, but you'll still need a unique phone number as well.

 

As to the "why" - the Users functionality was designed for actual people with unique emails and mobile phone numbers, it wasn't meant for an additional mailbox for primary users, so 2FA isn't supported for the same contact points.


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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New Poster

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

Hi @ComcastJonathan ,

 

 Thanks for your response.

 

 So, there is no way I can set up 2FA using one mobile number for the three email addresses that I have, it looks like. Correct?

 

Is Linking an option here? There is only account but three different email addresses, will linking work under this situation? 

 

 

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Official Employee

Re: Receiving message that "This phone number is already associated with an Xfinity account&amp

Hi @sammy_j

 

Unfortunately there's no way to do so, it's partially based on the way the data architecture is set up, and if it were enabled it may better secure the one-off secondary user accounts but then if that email/mobile is compromised, all the accounts are compromised. There's no linking of identities within accounts since the goal is to be able to look at two physical addresses under the same account.


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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