Daughter can't get logged in to access account

My daughter lived with me and was authorized on my account. They bought their own home and she tried to establish service at her home. She couldn't do anything because she was linked to my account. I went in and deleted her from my account and now she can't log in or access her account using her email. We have both tried calling and can't get a person on the phone and none of the options to choose from are helpful to our situation. To be clear - we both have active accounts but are now at two different addresses!

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XfinityAirelle

Official Employee

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2.8K Messages

26 days ago

user_eb973v Hi there! Thanks for taking the time to reach out to us today! Our team is happy to assist you with this. It seems that the username needs to be transferred to her new account. However, we would need you to be added as a manager to her account in order to make the change.

Are you already listed to manage the account? If not, she can get you added by following the directions in this link:

https://www.xfinity.com/support/articles/primary-and-secondary-accounts

Once you have been added, come back here and let us know and we will be happy to get this done. Talk to you soon!

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user_eb973v

Visitor

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3 Messages

@XfinityAirelle She can't get logged in to her account to make any changes. That's the problem. Also, it's not a primary - secondary account issue. We want two totally separate accounts - not linked in any way. Which is why I deleted her off my account in the first place.

(edited)

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26 days ago

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XfinityRaul

Official Employee

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2.2K Messages

@user_eb973v Your daughter will need to contact us using her own profile so we can review your account and find a solution to this log in issue she's experiencing. She can contact us at any time, we're available 7 days a week.

Since I have you here, is there anything I can help you with your account? How's your internet service working out for you?

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26 days ago

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user_eb973v

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3 Messages

Please advise the best way for her to contact you. She has tried calling and got disconnected because non of the options fit the situation. The online assistant is no help. She can't log in to this forum because she can't log in. Can someone call her?! We are at a loss and she needs this fixed ASAP as she does work from home. Thank you.

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26 days ago

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XfinityRaul

Official Employee

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2.2K Messages

@user_eb973v We have other platforms we support via social media. We're available in Twitter, Facebook, and Reddit. You may find all of our contact methods by visiting this link https://www.xfinity.com/support/contact-us.

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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26 days ago

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user_eb973v

Daughter can't get logged in to access account

XfinityAirelle

user_eb973v

XfinityRaul

user_eb973v

XfinityRaul

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