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Cannot Log Into Xfinity Mobile--Primary User Issue

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Cannot Log Into Xfinity Mobile--Primary User Issue

Hi everyone - 


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.  


This was a very simple issue, but the Mobile support folks are clueless as to this issue.  So if you receive a "primary user" error when logging into Mobile, contact the Comcast reps and ask to confirm the proper primary user is listed.  You should be fixed.  Hope this helps!

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