1 Message

Wed, Aug 4, 2021 6:56 PM

Cannot unlink address

I am having similar issues, both chat and phone customer service have been little help. When I am logged into my active account, I can't unlink my inactive account and I get the following message:

"This account can't be unlinked yet. You're still the default user on this account. Please switch to "Home" and transfer your admin rights to another user before trying again."

Home being the inactive account. But, if I switch to Home, I do not have the option to transfer admin rights under Users, nor can I remove the old user (it has an error). I think my issue is further complicated because years ago they spelled my name wrong and I asked them to fix. Instead of editing, they just added another user. So now I have 2 users and 2 accounts, one being inactive.

This post was created from this comment on different post





26.4K Messages

1 m ago


Are you signed in as the Primary user? 

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.


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