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can't link new account

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Regular Visitor

can't link new account

I recently moved to a new house and ordered service for my new address.  When I log in to Xfinity My Account, I see the account number for an old address I lived at 2 years ago.  I have tried to link to my new account, providing my phone number and address, and I get an error message.  I've also tried to do the "add user" workaround, and I get the message "you can not add users to this account".  I've read the troubleshooting articles and the linked account articles and didn't find anything that worked.

 

I do have the new account number, and I have received a paper bill and was able to pay it using the "pay without signing in" option.  That is not an acceptable long term solution, though.

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Gold Problem Solver

Re: can't link new account

Does https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Identity-Troubleshooting-Steps-STAR... help? When you move, Comcast may or may not transfer the UserIDs/email addresses from the old account to the new one. This article is intended to allow you to fix that.

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Regular Visitor

Re: can't link new account

Yes I read that page, tried all the suggestions, and none of them worked. 

I did the ID lookup and I only have one ID.  I tried the invite workaround and got "you can't add users to this account".  Trying to link the account using address & phone number gives me an error message.

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Official Employee

Re: can't link new account

Hi @peternlindberg

 

Can you PM and and we'll take a look at your account? In your message, please send me your account number, address, email, and mobile.

 

To send a private message, please click my name "ComcastJonathan" then select "Send a Message" on the right side.


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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