Visitor
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23 Messages
Moving has messed up my account
We recently moved. Since moving, I have lost access to some perks I had set up and I am no longer considered the primary user for my account. Somehow, they set my daughter's email up as the primary user. Before the move she was only a manager
She has tried to invite me to be a manager so she could switch the primary user over to me, but it will not let me ise my comcast email. It says I cannot use a Comcast email, but my account has always used my Comcast email.
Why would moving cause such a ridiculous fiasco? Why does the account split so now there are two accounts? One is inactive and set to 'default' for me and the new address is under my daughter.
Either way, my name is on the bill and the account is in my name, but I cannot make changes only my daughter can. How is this fixed?
Thanks
XfinityCliff
Official Employee
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419 Messages
18 hours ago
Hello @user_e8f6cd, and thanks for sharing your experience and concerns with us here on our Xfinity Community forums.
I can certainly understand how frustrating this must be. Moving your services should not leave you locked out of managing an account that's in your name, especially when it has resulted in duplicate profiles and changes to user roles that you did not intend.
As a few self-help steps, please have your daughter sign in to the account and review the Xfinity ID and User Roles section to confirm which profile is currently designated as the Primary User. You can also try signing in with both your Comcast email address and any alternate usernames associated with the old account to identify whether the move created a separate inactive profile. If the system is preventing your Comcast email from being added, it may be because that email is still linked to the inactive account created during the transfer.
If these steps don't resolve the issue, please send us a Direct Message* with your full name and the service addresses for both the new and old locations. We'd be happy to review the account setup, investigate the existing profiles and user roles, and help determine the best path to restore your access and account ownership.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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