Visitor
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1 Message
Listed as Secondary User When I Am Main User
I am not able to pay my bills. This happened when I changed the main phone number in March. I noticed yesterday the home internet service was disconnected and found out today my autopayment stopped two months ago. It tells me change add/change user but it loops me back out and tells me to contact support. The Xfinity Assistant is not responding at all. I also added an email today but it does nothing.
XfinityEva
Official Employee
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2.5K Messages
1 hour ago
@user_c8oyke
I’m really sorry you’re dealing with all of this. It’s frustrating to have your service interrupted and then run into issues trying to fix it, especially when autopay was impacted without you realizing it.
It sounds like the change to your main phone number may have affected your account access and billing settings, which could explain why autopay stopped and why you’re getting stuck in that loop when trying to update your info online. Do you have a different username you can recall using for signing up with? Sometimes, customers have multiple usernames that can get mixed up which one was the primary one on the account. Normally, it would just be through self-service to update this through the Xfinity app or online at xfinity.com, however, since the account is interrupted you may have difficulty with that (hence the looping), can you please send us a direct message to help with your account?
To send a direct message:
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
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