ehamilton's profile

New Poster

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2 Messages

Wed, Jun 10, 2020 3:00 PM

Listed As Secondary User

I am listed as a secondary user on my account and there isn’t any other users even on it. I can’t do anything I need to do because of this and I don’t know how to solve it.

Responses

Regular Visitor

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1 Message

9 m ago

I'm in a similar boat, but have two Xfinity ID's (one is my wife's and one is mine). When she logs in, she's listed as the Primary user, but can't view bills, or view/add/remove other users. When I log in, I'm listed as a Member. I know we are connected to the same account because both of us see the same address and account ID under Linked Accounts, but neither of us seems to be actually acting as the account owner. When using the Xfinity ID lookup tool, there is an "Owner" with no information, then my wife and I are both listed as users (screenshot).

 

I've spent at least 10 hours now with different folks on online chat and phone support and while I am told each time it is fixed and to wait an hour or two for the changes to take effect, nothing ever changes. This is beyond frustrating.

ComcastJonathan

Official Employee

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839 Messages

9 m ago

Hi all, we were able to solve @CouloirExtreme's issue - and are investigating the root cause, where there's no Primary on the identity.

 

If you're having issues, please create a new post and PM me and we'll take a look.

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New Poster

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1 Message

9 m ago

Hi,

 

I am having a similiar issue. If I click the "Users" tab I am listed as the "Primary User" but if I click on the "Billing" tab it returns an error message saying that secondary users do not have access to this information, etc.

 

I imagine the issue is linked to the fact that at one point in time I was listed as a secondary user on my brother's account.

 

I have spent a few hours on the chat but nobody has been able to help. I was most recently told that my issue would be escalated and I would receive a call from someone stateside, but have yet to be contacted by an Xfinity rep (this was 4-5 days ago).

 

Some assistance would be greatly appreciated.

 

Thanks!

Official Employee

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839 Messages

9 m ago

@TSVN please post this as a new issue and not part of this existing thread (you have a primary on your account, vs the issue in this thread was that they did not have a primary on their account).

 

We are investigating, thanks!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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1 Message

1 m ago

I’m having the same issue. There’s no primary person on my account (it’s blank) and I’m merely listed as a user. Can someone reach out to me to help fix this? The people I’ve talked to say I’m primary but using the id link provided here showed that this is this is not the case. Thanks

Official Employee

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350 Messages

@user_75b651 Thanks for taking the time to reach out to us through our forums. I would love to assist with your user id concerns. Can you please reach out through private message with your first and last name, name on the account if different, and phone number or account number? 

 
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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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