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Can't unlink accounts

New Poster

Can't unlink accounts

I turned my service on and it is linked to another account. I can't use the xfinity stream app or the my account app because of it. I would like to create a new username.
Expert

Re: Can't unlink accounts


@Hseal wrote:
I turned my service on and it is linked to another account. I can't use the xfinity stream app or the my account app because of it. I would like to create a new username.

go to https://customer.xfinity.com/users/ and login. create new user (this creates an email address@comcast.net



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New Poster

Re: Can't unlink accounts

Will that unlink it from the other account?
Silver Problem Solver

Re: Can't unlink accounts


@Hseal wrote:
Will that unlink it from the other account?

If it doesn't, call 800-comcast and select billing. ask the agent to fix your username to point only to your current address/account.

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I am just a customer, volunteering my time to help other customers here in the Forums.
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Expert

Re: Can't unlink accounts


@Hseal wrote:
Will that unlink it from the other account?

the newly created username will be on the new account and work for the new account.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
New Poster

Re: Can't unlink accounts

We never got to make a new username. It says the old account isnt active and that we cant edit users. Yet it shows new acct# and new subscription but we cant make a new username for the account to use apps or email. I have called comcast, it has been no help. Very frustrated.
Silver Problem Solver

Re: Can't unlink accounts


@Hseal wrote:
We never got to make a new username. It says the old account isnt active and that we cant edit users. Yet it shows new acct# and new subscription but we cant make a new username for the account to use apps or email. I have called comcast, it has been no help. Very frustrated.

Is this where you see your username and password?

https://customer.xfinity.com/#/settings/security#username-password

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I am just a customer, volunteering my time to help other customers here in the Forums.
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Gold Problem Solver

Re: Can't unlink accounts


@Hseal wrote: I turned my service on and it is linked to another account. ...

Double check your UserIDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account and an indication of which one is Primary.

If the ID's are not as you expect or you still don't have access, contact one of their reps at the phone number on your bill or 1-800-Comcast, or use one of the other options on https://www.xfinity.com/support/contact-us/ to have them fix the problem.