Account Address

I just started a new xfinity internet account today. When I try to access my account on the xfinity app it shows my default account as being at my parents address and my account for my current address is listed as inactive.

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XfinityVianney

Official Employee

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2.5K Posts

29 days ago

user_cvsbcw,

Thank you for reaching out. I hope you are doing well. I see you started a new account, but your profile continues to be linked to your parents' account. I have seen this before, and I'm confident we can help. Generally, we see this occur when a new account is created, but the existing profile is not linked.

If you haven't already, I would use this LINK to create a user ID for the new account. It will request your mobile number and the service address. Along the way, you will get the option to link your existing user ID or create a new one. Let me know if this works for you, or if you've tried this already.

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user_cvsbcw

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2 Posts

I have tried this, but when i sign in it only gives me control of the old account. I cannot make any changes to my new account. My new account and address shows up as a linked account and says "inactive"

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29 days ago

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XfinityKam

Official Employee

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103 Posts

@user_cvsbcw Alright, for this I would like to look into further 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 forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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29 days ago

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user_cvsbcw

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XfinityVianney

user_cvsbcw

XfinityKam

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