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user_609708
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Sunday, July 26th, 2026 4:02 AM

My Xfinity ID is experiencing a linked-account identity glitch.

My Xfinity ID is experiencing a linked-account identity glitch. My old account is stuck as default, my new account is wrongly labeled inactive, and I need a backend specialist to manually de-link account number [Old Number] from my profile

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6 days ago

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EG

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119.7K Messages

6 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJeff

Official Employee

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1.1K Messages

6 days ago

Good morning @user_609708, and thanks for posting your issue to the community forums, and thank you @EG for your assistance with moving the post, I hope you are both well. I am sorry to hear about the issues with the Xfinity ID, but you have come to the right place for assistance with this issue. A lot of times the issue with removing an old account from your Xfinity ID stems from the old account still having autopay set up. Have you tried removing the autopay and then unlinking the old account?

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EG

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119.7K Messages

I am not a Comcast Employee.
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? Please mark as Best Answer!tick

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6 days ago

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user_609708

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6 days ago

Hi Xfinity Jeff, 

I don’t have autopay active. Would I have to contact customer service for this issue?

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XfinityJon

Official Employee

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1.6K Messages

Good evening user_609708 I can look into this for you. I will need some additional information. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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6 days ago

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