U

Visitor

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5 Messages

Fri, Jan 7, 2022 1:20 AM

Closed

cannot change primary user

Originally my name was used as "primary user" if indeed that is what it was called.  Everything is registered to my husbands name, and we want to change it back to me.  However, when signed in his account the message is he is not the primary user.  I want to change this.  Also affected are the rewards, which presumably is a benefit we can't get.  How to get the ducks in a row?

XfinityAnna

Official Employee

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702 Messages

9 m ago

I can't imagine the headache this has caused you @user_e5cbbc. I understand you said that he should be the primary user, but it sounds like he might be listed as a secondary/manager on the account. Can you log into your account and check your status. This link will help you change the roles and manage the account https://comca.st/3qVqrJF.

BruceW

Gold Problem Solver

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24K Messages

9 m ago

... How to get the ducks in a row?

Double check your UserIDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account and an indication of which one is Primary.  If the IDs are not as you expect you'll have to ask them to fix the problem.

Visitor

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5 Messages

5 m ago

Well, here is is May.  The problem still exists.  Neither of us can look at our bills.  How crazy is this?  Why can't this get cleared up?  Talked to 2 people today, second an "expert".  He was going to transfer me again.  Why do problems never get resolved, and customer service people do not listen?  Why was I on the phone over an hour?

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