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Two accounts under same e-mail/phone number/ssn

gracesquestions
New Poster

Two accounts under same e-mail/phone number/ssn

Hi, 

 

I had an existing Xfinity account tied to my e-mail address, primary phone number, and ssn that I created about a year ago. I called today to set up another account because I am moving (but am keeping the old account active as my sister is moving in and we pay with the same card). With someone on the phone, we selected the plan for my new apartment, set up the installation process, set up an account with a # different from the old one, and paid. I clicked a link in the e-mail I received to set up an account to be tied to this account and used the same e-mail address as before. Yet, now, when I try to log in with the new info, it does not work. Only my original log-in info works and it will only show my old apartment.

 

I currently have no way of accessing my account tied to my new apartment. I have tried linking accounts, but it says the 'primary user' of the new account must invite me -- but I cannot access this account?? I've been trying to get access to this account for over 2 hours and I'm convinced there's no way for me to do this alone online. Can someone from XFinity look into this? @ComcastJonathan I have seen you responding to people with similar issues -- would you be able to reach me and help me out?

Or has anyone had this issue and solved it?

 

Thank you SO very much in advance!

 

 

ComcastJonathan
Official Employee

Re: Two accounts under same e-mail/phone number/ssn

No problem, PMing and we’ll take a look

I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
Amelia3
New Poster

Re: Two accounts under same e-mail/phone number/ssn

I have the same problem. Not sure how to private message Jonathan.