U

Visitor

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4 Messages

Mon, Jul 19, 2021 10:44 PM

Unable to delete user e-mail account (no longer customer)

I am no longer an xfinity customer (moved out of area).  I still have access to my e-mail accounts.  However, I would like to delete one of the user accounts (and the corresponding e-mail) as it is getting nothing but spam.  I tried to remove the user, but get a "something went wrong" error.  Tried with both firefox and chrome multiple times but with no success.

I know I can't add any users, now that I'm no longer a customer, but think I should be able to delete users (as I migrate all important e-mail contacts to my more recent e-mail accounts). 

I responded to a similar message 2 months ago and was told to send a private message.  I did that, and they responded that I need to start a new post, so that a ticket can be generated.

Responses

Accepted Solution

Visitor

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4 Messages

2 m ago

Ok.  I've removed the e-mail from thunderbird. 

Tried to remove the user on xfinity, but still get the error.  Guess i'll let it timeout after 90 days. 

I'll skip the direct chat nothing got resolved the first time I did so....

Thanks.

Official Employee

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154 Messages

2 m ago

Hello @user_08c03b, thank you for reaching out to us for help with your account management. When you try to remove the unwanted user, are you logged in with the primary user and following the steps listed here: How to Remove an Xfinity ID - My Account Help - Xfinity Support? A user ID will also be automatically removed from our systems after 90 days of inactivity. So simply not logging into that user's account for 90 days would result in the automatic removal of the ID for former Xfinity customers. 

Again

Expert

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26.5K Messages

@ComcastRyanE

If someone is no longer a customer do they still have access to their account to be able to log in as the Primary?

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Visitor

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4 Messages

2 m ago

Yes, I log in as primary and I've followed the directions multiple times on multiple browsers.  I get a pop-up window that says " Looks like something went wrong.  Please reload the page and try again." - with a button to "reload now".  I click on the button, it reloads the page, click "remove" again, click the "remove user" button on the pop-up window and get the error message again.

I'm guessing that there's a check somewhere to see whether you're a current customer or not.  And it's being applied not just to "add users" option, but to removing users as well.  The problem is, I keep getting e-mail to that account.  So unless I have to stop checking that e-mail in order to be considered "not logging in" (as I use Thunderbird for my e-mail and don't log into xfinity to check it), that'd be the only way it might time-out and be removed after 90 days. 

Or you could fix your system to allow me (and others) to remove users after we no longer have your service....

Official Employee

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154 Messages

Thank you for the clarification on that. It definitely sounds like you are running into this problem because it's a former account. If you wanted to try for the 90 day time out, my recommendation would be to desync the email with the 3rd party programs as well as not logging into it through Xfinity. If you like, we can also take a look at this from our end to see if we can help remove the user from your account. To get started, 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 are the detailed steps to direct message us: 

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

 

Let me know if you have any questions.

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.
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Latoque

Expert

 • 

28.9K Messages

@user_08c03b

If you have the account enabled in a client like Thunderbird or Outlook, etc, it will keep the account signed in all the time.  Delete the account from Thunderbird and see if you can then delete it from the Xfinity website.  Once you do, it will be suspended for 90 days, and then should drop back into the pool of user IDs.

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.

Was your question answered? Please mark an Accepted Answer!tick

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