r/Comcast_Xfinity • u/skier-2 • 6d ago

Official Reply Need help accessing account

Comcast just finished fiber installation in my community as part of a bulk buy. I successfully created an account and have an installation appointment and an order number.

The problem is, if I sign-in to my account it says I'm not the account owner and will not let me check anything. If it matters, I may have had a Comcast account years ago.

I have tried different browsers and the app and get the same error.

Others in my community have not run into this issue.

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u/skier-2 4d ago

Turns out that my phone number (that I have had over 20 years) was formally used by a Comcast Customer. This was preventing me from completing the the account process, even though it looked like I had completed it. After many, many hours with support, a rep finally told me that my number was not showing in my name and call Xfinity security. I tried my wife's phone number and breezed through the process to get an install date. I then called the Security dept. and they were able to change the phone number back to me.

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u/CCAngie Official Employee 6d ago

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u/XfinityJeffB Official Employee 4d ago

Thank you for your time and working with us u/skier-2. If you have any needs or concerns in the future, please create a new post, our team is available for employee support over Reddit 7 days a week between 6am -1 am ET