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Visitor

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4 Messages

Mon, Jul 12, 2021 1:46 PM

Secondary user email address needs to be disassociated from my account

My daughter was a secondary user on my account.  She was recently married, bought a house & now has her own account.  I deleted her e-mail address from my account but it is still associated with my account by Xfinity.  She is unable to access her own account with that email address.  How do we resolve this. Our local store couldn't help.

This post was escalated on July 12, 2021 by Again

Responses

Again

Expert

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26.5K Messages

3 m ago

Unfortunately you deleted her email address so it no longer exists - per se.  You should have transferred it to her new account.

I will escalate this to see if there is anything that can be done to retrieve this [usually not available for 90 days after deletion] for your daughter.  Just an FYI, though, any emails that were on the servers at the time of deletion are gone.

Customer Security Assurance might be able to help you as well.  You can reach them at (888) 565-4329.

Visitor

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4 Messages

@Again    It wasn't a comcast email account.  Was finally able to get thru to a Customer Service Rep & she believes she resolved the issue. Thank you!

Official Employee

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365 Messages

Hey there, @user_15695d! Happy to hear you got through with some this morning. :) I am confident we can get this sorted out, so hopefully it is fixed. If not, please let us know here!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

Hi Korie- Still not working after several phone calls.  They cannot see her email  under my account, however every time she updates her password I get a notification asking if it was me updating the account & if not, to contact Xfinity.  Additionally, she gets a notification that the Primary User (me) must grant her access. She is the Primary User on her own account.

Xfinity My Account looks ok on both our accounts.  Issue seems to be with xfi Account ID.

On the Xfinity.com page - "I want to"  I select "find my Xfinity Account ID.   Then type in my Address,  Select "Not Me" (below) her email address comes up under my account.

(edited)

Again

Expert

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26.5K Messages

@user_15695d

Are you saying her email address wasn't a comcast.net email address?

"It wasn't a comcast email account."

If it's not, how would Comcast be able to help?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Official Employee

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142 Messages

Hi, @user_15695d! I'm sorry the issue wasn't resolved and we couldn't get your daughter's email associated with the Xfinity ID straightened out. I would have to take a closer look at both accounts. In order to do that, I'll need for you to send me a Peer to peer chat with your name and  address. Will you also include her email their? Thanks! I look forward to your reply.

 

To start a Peer to peer chat: Click "Sign in" if necessary • Click the "Peer to peer chat" 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.

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

2 m ago

Please re-read the threads. There is something wrong with our Xfinity accounts, not her email address. 

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