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user_8rmzoh
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2 Messages

Wednesday, January 15th, 2025 4:03 PM

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I can't sign into my new account

I made a new account for the same address, different email. I ordered new service, and every time I try to login to check the status I am immediately booted from the website. I can't login via the app or the website without immediately being signed out. I have cleared my cache and cookies, I have tried different browsers. Was an account actually created and service was ordered, or was this cancelled? I can't log in to tell.

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Updated 

11 months ago

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XfinityOrlandoM

Official Employee

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2.8K Messages

11 months ago

@user_8rmzoh

 

Thanks for reaching out to us,  generally you can't have more than one Xfinity account at the same address location. To  Clarify do you have two account numbers that you were given when you created your accounts?

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user_8rmzoh

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I was sent an order confirmation email that says the NEW account number ends in 0872. My current account number ends in 3294.
If that's the case that you can't have two accounts, can you make sure the NEW account 0872 order and account has been cancelled? I will then go through the process of cancelling my service on the 3294 account.

11 months ago

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XfinityBradM

Official Employee

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1.1K Messages

If you could please send me a DM with your first and last name along with your full-service address, we can get started. 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 months ago

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