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user_pu8jog
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3 Messages

Thursday, December 25th, 2025 4:01 AM

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two different plans on the same account?

I just upgraded to 1 Gig speed, but now I see two different "active" plans for my address. How can I remove the old plan to make sure I'm not charged for both? I want to keep the new 1 Gig plan and close out the previous one.

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7 months ago

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XfinityThomasA

Official Employee

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3.6K Messages

7 months ago

 

user_pu8jog - Hello, and thank you for joining us on the Xfinity Forums! We really appreciate you reaching out with your question, it’s a great one. No extra steps are needed to remove your old plan when you make changes through your Xfinity account online. For example, once you log in and select a new plan, completing your order automatically activates the new plan and removes the old one. I hope this clears things up and makes the process easier for you! If you have any other questions or need help along the way, we’re here for you.

 

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user_pu8jog

Visitor

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3 Messages

When I login to my email it shows to different account I can access. Both accounts have the same address but two different account numbers, is this supposed to happen? I still have access to the old account and it still gives m e the option to upgrade my old speed.

7 months ago

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XfinityThomasA

Official Employee

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3.6K Messages

 

user_pu8jog - No, a new account number is not generated when you change your plan. To confirm, did you log into your account to make changes?

 

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7 months ago

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user_pu8jog

Visitor

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3 Messages

yes, I logged into the same email. which now shows two accounts at the same address. Is there a way to fix this?

7 months ago

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XfinityAldrik

Official Employee

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2.6K Messages

Thank you for clarifying that @user_pu8jog! Could you please send our team a direct message with your full name and full address? Our team will need to take a deeper look at both accounts. To send a "Direct Message" to Xfinity Support:


Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.

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

7 months ago

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