Access Is Restricted

I am positive I'm using the correct ID. I'm the only person on this account and I have tried signing in using my username, email address and cell phone number and it still blocks me. Sometimes when I try to view my bill it just logs me out now instead of saying its restricted. I reset my password and that didn't help either.

If you go to https://www.xfinity.com/support/articles/how-to-change-your-username and then click on Xfinity ID Look up tool, it will take you t a page where you can enter your mobile number, email address, and SSN. I used my number on this page, the next page it will ask you for the service address. After you enter the service address, it will give you all the Xfinity username associated with your account. You can click on the primary one and then scroll down to forgot password to reset it. 

I am quite sure that I have the right ID. I'm the only person on this account. When it blocks me from viewing my bill it even says "Your user role is: Primary" and then right underneath that it says the page is hidden and I can't view it. I had auto-pay set up anyways but for some reason Xfinity stopped doing auto-pay for my account even though I didn't cancel it. Its only when Xfinity says that they are going to shut off my Internet if I don't pay that I am able to access and pay my bill.

I am happy to take a look at your account and see if you only have one Xfinity Username. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.

Thank you so much for the Direct message. I really appreciate you sharing your name and address privately. After reviewing the account, 

It looks like you've been a Comcast customer since at least 2018!  That's so wonderful.  Getting to assist a customer like you is the best part of Comcast.

I see that your username you have is the only one and it was set up as a viewer role. Viewers are only able to watch Stream content, view, troubleshoot or return devices, and manage existing appointments. Now here is a link https://www.xfinity.com/support/articles/primary-and-secondary-accounts that will give you an idea how Xfinity User Roles work. Now I am not able to set your current username as primary. You will need to create a new one as the primary and then transfer the primary rights to the current username you have. On the link I provided you it will give you the steps on how to transfer the Primary role.