Xfinity Community Forum

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No I am logged into the primary account. I keep trying to pay my bill just for it to tell me “Restricted Area, As a secondary user you cannot access My Account” @XfinityJohnG

user_fxllen

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2 hours ago

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U

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 su

Question

Thank you for reaching out to our team. Is your issue that your user profile is incorrect?

XfinityJohnG

replied

2 hours ago

to the conversation:

0

U

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 su

Question

Hello user_x1k4di thank you so much for taking the time out of your day and sharing your experience here on our Xfinity Forums. Since you've talked with our Executive Customer Relations team prior to this, we'd like to fully review the account to see

XfinityAlfonso

commented

2 hours ago

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U

Outstanding balance

I had service with all the iterations of the cable company as it changed names. When I disconnected service I wasn't informed of a charge of $126. I believe it had to do with the Storm service internet. If I have to pay this money, I want the equipment even if I am unable to use it. I have called mu

Question

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@XfinityEva I am having the same issue but Xfinity is recognizing my Primary account as a secondary account and Ive had 3 live agents send me payment links to update my payment method and it keeps saying “Restriced Area” & “As a secondary user,

user_fxllen

replied

2 hours ago

to the conversation:

0

U

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 su

Question

Good evening @user_daaow5! I see EG asked some critical questions to help get to the root of this issue. When you have a moment, please confirm the details EG asked for. PS thanks @EG!

XfinityAldrik

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2 hours ago

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U

Internet

I just got my router and I can connect to the internet

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I get the error on all browsers.

user_rvxxxx

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2 hours ago

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U

You'll need to make a payment in person?

I have never had this issue before. I have called and used live chat and no one seems to know what's wrong. They directed me to go to a store in person and the people in the store didn't know what was wrong and couldn't help me. I cannot pay my bill, can you please fix this issue?? Thank you.

Question

user_rvxxxx Thank you so much for reaching out for help with your payments and not being able to process them online. Not being able to use the app or site would be frustrating when all I need it to pay my bill. When I have run into this error in the

XfinityAmandaB

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2 hours ago

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2

U

You'll need to make a payment in person?

I have never had this issue before. I have called and used live chat and no one seems to know what's wrong. They directed me to go to a store in person and the people in the store didn't know what was wrong and couldn't help me. I cannot pay my bill, can you please fix this issue?? Thank you.

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U

Im currently having the same issue right now.

user_fxllen

commented

2 hours ago

to the conversation:

0

3

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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 su

Question

@XfinityLinda I haven't done that yet.

Annabelle2

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2 hours ago

to the conversation:

0

Non Delivery Report

I've been getting several "Non Delivery" emails in the past few days, at least four every few minutes, regarding a phishing email I forwarded to Comcast's "Abuse" email address on 5/28/2026 at 6:15 AM. When I forwarded this email I got from some hotmail address claiming to be someone from Xfinity, w

Question

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Device Payment on Deactivated Phone number

I've tried phone, chat, and store. Please Help 🙏. My wife and I upgraded our Galaxy S22's on the 'By the Gig's plan about 4 months ago to 2 Google Pixel phones on the Premium Unlimited plan. I was having trouble activating our phones through the app so decided to call customer service. They sent me

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Plan

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We're happy to look into this to confirm your credit amount. Please follow up with us in our existing private conversation.

XfinitySeth

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2 hours ago

to the conversation:

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S

Repairs outage credit

A few months ago -- not more than 3-4 -- Comcast did some work in my area and we had no Internet access for a few days. I became aware that I am due a refund, but with the current lack of human support, I was unable to request it because I don't recall the dates. However, Xfinity knows when the repa

Question

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I received a credit via support, but it should have been higher -- the guy agreed to increase it but I have not received notification of the increase. I think he went by XfinityJohn. Any way to contact him?

sgeneris

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2 hours ago

to the conversation:

0

S

Repairs outage credit

A few months ago -- not more than 3-4 -- Comcast did some work in my area and we had no Internet access for a few days. I became aware that I am due a refund, but with the current lack of human support, I was unable to request it because I don't recall the dates. However, Xfinity knows when the repa

Question

U

You'll need to make a payment in person?

I have never had this issue before. I have called and used live chat and no one seems to know what's wrong. They directed me to go to a store in person and the people in the store didn't know what was wrong and couldn't help me. I cannot pay my bill, can you please fix this issue?? Thank you.

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Billing

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@user_tnivzb We're sorry to hear you are looking to cancel. If you leave Xfinity Mobile and transfer your number to a new service provider (also known as porting), Xfinity will automatically cancel your Xfinity Mobile service for that line once the n

XfinityEva

commented

2 hours ago

to the conversation:

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cancellation

switched to T mobile

Question

U

Outstanding balance

I had service with all the iterations of the cable company as it changed names. When I disconnected service I wasn't informed of a charge of $126. I believe it had to do with the Storm service internet. If I have to pay this money, I want the equipment even if I am unable to use it. I have called mu

Question

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Billing

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1

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cancellation

switched to T mobile

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Customer Service

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user_0ecc30 thank you for using the Xfinity Community Forums page to reach out regarding your concerns addressing a refund request. We are more than happy to assist you in getting this properly addressed. Have you already attempted to process an adju

XfinityMarcus

commented

3 hours ago

to the conversation:

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Getting refunded for 4 days

I'm having trouble getting refunded for the 4 days I did not have Xfinity Until Today we're Technician came and fixed it I inquired everywhere but no response Yesterday I was an hour waiting for an agent from Comcast on the phone. Marita [Edited: "Personal Information"]

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I don't see any way to manage wifi devices, extenders, etc.

user_f7fs6b

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3 hours ago

to the conversation:

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U

No longer compatible

Not compatible with android 11. Needs to be.

Question

U

Ok, I did what you asked me to, with 0% confidence. I was also able to include that I was offered 2 "free' watches by an agent, that I am now being billed $300 each for, so along with no phone, tricked out of more money.

user_whqpg6

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3 hours ago

to the conversation:

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U

Horrible Customer Service

Does anyone have good experiences with this company? My phone was damaged a week ago and since then, I have gone to 4 stores, talked to 17 customer service reps, been charged $600, and had hours an hours of my time wasted; oh and still no phone. I actually lost a job I needed due to no phone. A phon

Question

@Annabelle2 Were you able to call CSA?

XfinityLinda

replied

3 hours ago

to the conversation:

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Non Delivery Report

I've been getting several "Non Delivery" emails in the past few days, at least four every few minutes, regarding a phishing email I forwarded to Comcast's "Abuse" email address on 5/28/2026 at 6:15 AM. When I forwarded this email I got from some hotmail address claiming to be someone from Xfinity, w

Question