ANSWERED: How to fix Cannot Log Into Xfinity Mobile--Primary User Issue?
***Created by our Community Users***
Cannot Log Into Xfinity Mobile--Primary User Issue
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.
So, if you receive a "primary user" error when logging into Mobile, contact the Comcast reps here by replying to that thread and ask to confirm the proper primary user is listed.
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.