Cannot Log Into Xfinity Mobile--Primary User Issue
I recently signed up for Xfinity Mobile after already being an Comcast TV and Internet customer. I have not been able to log into my Mobile account since even before signing up (had to sign up over the phone). I kept being told "Are you the primary user? Only primary users can accesss...." No one at Mobile could help me with this issue; they were clueless.
The issue ended up being that I had two Comcast users/accounts associated with my TV and Internet account. I've moved a couple times, so they must have created a new username when I moved. In any event, when I logged into my TV and Internet account, I went to "manage users." It only had one listed, and it was called "Unrestricted Secondary." No primary was listed. So, I must have been paying/viewing my bills as a secondary user all these years. I called the COMCAST REP--not the Mobile rep--and asked them to update my account to make sure the right user was the primary user. This took them 5 seconds, and I was instantly able to log into my Mobile account. So, if you receive a "primary user" error when logging into Mobile, contact the Comcast reps here by replying to that thread and ask to confirm the proper primary user is listed.
If you are under a contract and you need to cancel service, you may be subject to an early termination fee (ETF).
If you move to a Comcast serviceable area, and transfer service, you are not charged.
If you move to a Comcast serviceable area, and do not sign up for service, then the ETF would apply.
If you move to a non-Comcast serviceable area, then the ETF does apply.
If it is an active duty military deployment, then the ETF will be waived when you send documentation.
If the account holder is deceased, the ETF will be waived upon receiving a death certificate or obituary.
If you downgrade service, then the ETF will not apply.
If you have a Double/Triple Play and remove all but one service, then the ETF will not apply.
Not sure if you are under a contract?
Visit my.xfinity.com from your web browser and select the My Account tab.
Sign in using your XFINITY username and password.
Click the Settings tab.
Click the Legal Agreements & Contract link under Account Details on the left-hand side of the screen.
Click the View link to see more details about your contract and/or legal agreements with Comcast.
[Last edit 4/20/17 nerdburg]
If you are eligible for a rewards card, check the status here: https://www.xfinityrewardcenter.com/
Use your account number, it will show a time line that tells you how close you are to receiving your rebate.
If for some reason the on-line reward center indicates you are not eligible for a rebate, call 800-526-3268.
If you still get no joy, post a message in the Customer Service forums and an employee will help you.
Please keep in mind if you are qualified for a Visa gift card, you must:
Sign up for a qualifying plan
Have all three services installed within 30 days of order date
Accept the 24-month agreement
Maintain minimum level of services with no outstanding balances for at least 90 days from service installation (No upgrading or downgrading services)
Also, account must be in good payment standing (NO LATE PAYMENTS)
Once these requirements are met, you are fully qualified for the gift card. Your Visa gift card will be processed within sixteen (16) weeks from your completed Triple Play installation. After it’s processed, it can take an additional eight (8) weeks to be mailed. You can expect to receive the card within 20-24 weeks of installation.
[Last update 11/11/15 by nerdburg]
How can I check my promotional item status ?
Click on Status Lookup along the top of https://www.xfinityrewardcenter.com. You can then search by Billing Address and Phone Number or Account Number to view the status* of your item.
How will my promotional item be delivered ?
Visa® Prepaid Cards will mail first-class to your billing address, where you receive your Comcast bills.
Who can I contact if the required time has passed since installation and I continue to receive the "No Record Found" status ?
Please note that it can take a few weeks after you have ordered services for the website to show an updated status. If it has been longer than 2 weeks since your installation date, please contact 1-800-526-3268.
I believe I accepted my agreement but the status reflects differently, who do I contact ?
Please contact 1-800-526-3268.
The status of my promotional item shows shipped however I have not received it, what do I do ?
Visa® Prepaid Cards are shipped via USPS standard mail. Please allow 7-10 days for delivery. If you have not received your card after 10 days, please contact 1-800-526-3268.
My promotional item has been returned, how do I get it shipped out again ?
Please call 1-800-526-3268 to arrange another delivery.
My Account is available online, via the XFINITY My Account app on mobile devices and on your TV Box. To sign in to My Account online or through the app, you'll need to enter your XFINITY username, email address or registered mobile number and password. If you need additional assistance, you can also create or look up your username, reset your password or add a mobile phone number to your account. Note: If you're looking for your XFINITY email, visit the email sign-in page.
Overview of My Account Features
View and pay your bill.
Set up EcoBill and automatic payments.
Find out when your technician will arrive.
View and manage your WiFi network name and password settings.
View TV, Internet, voice, and home security devices.
Program your remote control for your TV or audio device.
Check for outages.
Find your nearest Comcast Service Center.
Troubleshoot technical issues.
Request a call back or chat with an expert on Twitter!
To find more about all that you can do in My Account, visit the XFINITY Self-Service page.
Sign In On Your Desktop or Laptop Computer
Sign in to My Account online with an XFINITY username (or an email address associated with your account or mobile phone number associated with your account) and password. Once you enter your XFINITY login credentials, you'll be securely connected to all your account information. You can tell your connection is secure by looking at the URL - it should begin with "https."
Sign In On Your Mobile Device
You can access My Account on your phone or tablet at My Account or with the XFINITY My Account app for Apple or Android devices. Click to download for Apple or download for Android, and sign in with your XFINITY username and password.
Sign In On Your TV
You can also log in to My Account on your TV Box.
For non-X1 TV Boxes, press Help on your remote control.
For X1 TV Boxes, press xfinity on your remote control and select Settings, then My Account. For additional help on X1, press the A button on your remote control.
Note: Some My Account features may not be available on all devices.
Do other members of your household need access to your XFINITY account? You can add up to six additional users. For more information, please see Add Usernames to Your Account. Want to simplify your sign-in experience? If you check Remember me when you sign in, you won't need to sign in every time you want to access certain parts of My Account. The site will remember you even if you restart your web browser or computer. In some cases, you will still need to sign in to access those parts of My Account that contain personally identifiable information. Also, if you use a different Internet connection, web browser, or operating system, you will need to sign in to My Account again. And most importantly, for your security, you should not check Remember me when using public computers, such as at a library or kiosk.
As of 10/27/15 we will no longer use the "We Can Help" email address (we are in the process of removing old references in the forums to avoid confusion).
We have a number of ways for you to receive help and get answers to your questions, including:
Post a question in the Billing or Customer Service sections within these Help & Support Forums where our Digital Care team is actively engaged
Tweet @ ComcastCares or send us a message on Facebook
Contact us through our Live Chat
Download the My Account App today for access to troubleshooting, payments and more. Use the My Account app to schedule a time for us to call you about any TV or Internet issues you are having by tapping on the settings icon (top left corner), then "Contact Us," then "Talk to an agent." You can choose from a number of available 15-minute time slots to get a call back from one our agents
Call us at 1-800-XFINITY
Our #1 priority is improving your customer experience. Learn more about what we’re doing at xfinity.com/experience
Don't panic! A crazed Comcast technician hasn't lost his/her marbles. The line is known as a drop. Temporary drops are typically orange. Techs will sometime run temporary drops so customers don't need to wait for service. The drops are not dangerous to touch, so if you need to move the drop it's fine to do so.
Temporary drops are usually buried by a special crew within 10 business days. The process may take longer in some cases, but it shouldn't be very much longer than a few weeks. If the ground is frozen where you live, Comcast won't be able to bury the drop until spring.
The actual process of getting the drop buried will very by state. In some regions the crew will just lift up your sod, place the cable underneath and replace the sod. Other installations can be more complicated. For instance, if the crew needs to run your drop under a sidewalk or driveway. You may see flags and paint in your yard before the drop burial, those indicators are required by law so the bury crew does not come in contact with other underground utilities. There is no cost to you to replace/bury a drop and your yard will be restored to its original state once the drop is buried.
Occasionally there is a mix up and Comcast forgets to bury the drop. If this has happened to you, please post in the Customer Service forum. Title your post "There is an orange cable in my yard" or maybe "Please bury my drop". An actual Comcast employee will give you individual attention and make sure your drop gets buried.
Customers can now pay their bill online using Apple Pay in the Safari web browser with a compatible Apple device. To use Apple Pay, you must first add a credit or debit card to your Apple Wallet.
To learn about device compatibility and how to set up and use Apple Pay, visit apple.com/apple-pay.
How to Pay Your Bill Using Apple Pay
Go to https://customer.xfinity.com/#/billing/payment in the Safari web browser using an Apple Pay compatible device. Sign in to your account using your XFINITY username and password.
On the bill pay page, choose your payment amount from either the full current balance due or another amount. (Note: You cannot schedule a payment in advance using Apple Pay, so make sure to pick today’s date as the Payment Date.)
Under Payment Method, select Apple Pay. Click Continue.
Review your Apple Pay card and billing and contact information. Touch your finger on the home button to Pay with Touch ID.
A confirmation message will appear.
What Devices Can I Use to Pay My Bill with Apple Pay?
Apple Pay is currently available on the following devices:
iPhone 7 Plus
iPhone 6s Plus
iPhone 6 Plus
iPad Pro (12.9-inch)
iPad Pro (9.7-inch)
iPad Air 2
iPad mini 4
iPad mini 3
Apple Watch (paired with iPhone 5 or later)
Apple Watch Series 2
Apple Watch Series 1
Apple Watch (1st Generation)
MacBook Pro with Touch ID
Any Mac introduced 2012 or later (paired with an Apple Pay-enabled iPhone or Apple Watch)
Effective June 1, customers will no longer be able to use their Facebook credentials to sign in to the following:
XFINITY homepage (my.xfinity.com)
XFINITY Connect (web.mail.comcast.net)
Any TV Everywhere partner site
The Sign in with Facebook link will be removed from these pages. To look up your username, please use the online XFINITY username lookup tool. To change or reset your password, use the online password reset tool .