Visitor
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1 Message
Need help!
Recently moved and got my service hooked up at the new house. I was told the new service would be applied to my old account, but it appears it hasn’t and I cannot make my payment. I’ve tried calling customer support, but keep ending up in an endless loop of the AI assistant saying they don’t understand and won’t put on a real person haha. I received a piece of mail with the new account number, which I will attach once this is responded to. Is there any way to merge my accounts? I’ve already tried the move option and kept getting errors.
XfinityRaul
Official Employee
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3.2K Messages
4 days ago
@user_400212 Thanks for reaching out to us via Forums. The old account information wouldn't be associated to the new account. With that being said, if the old account was disconnected you don't want it to be attached to your new account. I can take a look at your information to make sure your old account details were transferred. To be able to discuss account specifics, please send a direct message by clicking the chat icon in the upper right corner of the page. Click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Here's a link that includes a guide on how to send a DM https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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changing_email
Visitor
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2 Messages
3 days ago
"I’ve tried calling customer support, but keep ending up in an endless loop of the AI assistant saying they don’t understand and won’t put on a real person" Oh my God, ME TOO! Wouldn't it be nice if Xfinity would just let us ask questions of a real person? I got a guy named Vivek for two seconds, but he ended the chat when I told him I needed to update the email address associated with my Xfinity account because I no longer have access to the old email address, so Xfinity won't let me change it. I'm unable to like your comment (to get it to acknowledge I clicked the thumbs up), but I tried.
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