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PRIMARY ACCOUNT USER

New Poster

PRIMARY ACCOUNT USER

The original user on the account is my father in law who has been deceased for 8 years.. but very recently, people started getting my emails (I'm Helen) and the emails say they are from Melvin. That was the primary account holder's name. It was changed to my name. Yet now I see that me, my husband and both of us are listed as secondary user and there is no primary user. I need to know how to change it myself. I can't transfer admin rights because Melvin hasn't been alive for 8 years and Inever had this problem till a few weeks ago. BTW, I got an email that said something like we are sorry fo any inconvenience during our email migration...Help please!

Official Employee

Re: PRIMARY ACCOUNT USER

Hi, helentw1 - We have a known issue with the changing email display name for the XFINITY Connect app. Do you send emails from the app? 

New Poster

Re: PRIMARY ACCOUNT USER

Yes I use the app on my android phone. We've been told we have to to the Xfinity store with Melvin's death certificate. He died 8 years ago. I guess we've got to go to the store. Doesn't seem right with to go out of our way but it is what it is I guess.
Admin1

Re: PRIMARY ACCOUNT USER

helentw1 -- The information you've been given is correct. The account will need to be transferred into your name in order to change the name on the email account. The DC is required to complete this changeover.