Mistakenly linked accounts

I called earlier and was supposed to be switched to the $50/5 yrs gig plan. Instead of switching to the new internet plan, a second account was added at the same address. Now, I assume I will be double billed.

Is there any way to cancel my original plan and keep the $50 one? I also have NowTV but will it still be free or will there be a charge?

I found out that a modem is being shipped as well, so I wonder if I can just keep the white one that is already connected.

Any help is appreciated.

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XfinityDena

Official Employee

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4.5K Messages

20 days ago

Thank you for reaching out @Ms_CherB I am sorry that a new account was opened. Is NowTV being free a promotion you had on your older account?

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Ms_CherB

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6 Messages

I’m not sure if it was a promotion but I was told it was free with the gigabyte package.

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20 days ago

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XfinityDena

Official Employee

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4.5K Messages

For Gigabit our customers will get Peacock Premium included (normally $0 for 24 months). Is this the streaming service you are thinking about? @Ms_CherB

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20 days ago

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Ms_CherB

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6 Messages

20 days ago

I got Peacock and Disney Plus along with the NowTv.

I thought I was changing the price for my original package to $50 but it turned out that it was added as a whole separate account. There is now an account for $50 and one for $125 at my address.

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XfinityDena

Official Employee

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4.5K Messages

I can take a look at your accounts but if that was on your first account as a promotion it would not be included on your new account if not eligible for that promotion. @Ms_CherB I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (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
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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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20 days ago

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Ms_CherB

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6 Messages

20 days ago

Thank you, I just sent a message.

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Ms_CherB

Mistakenly linked accounts

XfinityDena

Ms_CherB

XfinityDena

Ms_CherB

XfinityDena

Ms_CherB

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