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Twofold Issue with Old Account and New Account

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New Poster

Twofold Issue with Old Account and New Account

We had an account when we lived in Stewartsville, NJ under my old cell phone number.

We moved to Annandale, NJ. We had to cancel the old account as our new home wasn't ready for 90 days in between leaving Stewartsville and closing in Annandale so they didn't just transfer the account.

 

Issue #1: My new account in Annandale won't accept my phone number as it's still associated with the old, closed account.

 

Issue #2: We lost all of the movies and digital content we purchased under our Stewartsville account. Are we able to get that back?

 

Thanks for your help.

 

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Official Employee

Re: Twofold Issue with Old Account and New Account

Hi @mootzie62, could you please PM me and I'll take a look and get this sorted out for you?

 

Cheers

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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Official Employee

Re: Twofold Issue with Old Account and New Account

@mootzie62  We were able to PM you and invite the prior Xfinity ID tied to your Stewartsville account in as a secondary 

 

For anyone else facing this issue, if you have an Xfinity ID and any contact points associated with a disconnected account, simply go to xfinity.com/myaccount and the Users tab, and invite the missing email/phone number, and you'll be able to link and have that identity show up as a secondary. You can then keep or remove the contact points and make the same decision about the user.

 

For entitlements purchased, you'll need to contact us privately, we can certainly help you with those issues as well as we were able to with @mootzie62 

 

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