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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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.
If you encountered an error and weren't able to go back in your old account, please message me and I can assist you.
@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.
We were able to solve it @user123202's issue, feel free to reach out if you're also having this issue.
I am having this issue. Support is trying to help, but not sure of they'll succeeed. Can you help me?
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.
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.
@jimmor10 please refer to the pinned post on this forum
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:
For Step 2, remove the email from that secondary profile
My Account --> Users --> [profile in question] --> Edit --> Contact Information / Email --> Remove
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"
@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.
Please provide in your PM your service address, account number, and mobile phone numbers that you need added to your respective accounts.
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?
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 firstname.lastname@example.org 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.
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?
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.