Wed, Apr 21, 2021 9:49 AM

Ongoing (months) trouble with orphan unused user nobody can remove

Hi there!

I presently have my current account for my current home (labeled "Home"), as well as an old account for my last address (labeled "Old Home") which has proved impossible to delete. Specifically, there is a duplicate user for me on the old account —but not the new one— which was added in some failed customer service encounter over a year ago.

The orphan user (the same as my current user's ID, but with an underscore in the middle) has been impossible for me to delete. It's not an admin/primary; the only privileges it has is "member." Every time I attempt to click "Remove", no matter the browser I use, I am met with [from https://customer.xfinity.com/users/userIDhere]:

Looks like something went wrong

Please reload the page and try again.

This never resolves itself. I have gone through several customer service agents over the past year who have at various times swore things were fixed from their end (or were being escalated to a supervisor), only for nothing to change.

I believe this orphan user is related to other account-related issues I'm having. On my new/current user, I can't add an email address. It must still be in there somewhere, as I receive account notices via email on occasion, but it won't let me add it. Each time I try, I get the error [from https://customer.xfinity.com/users/userIDhere/email/edit]:

Logged in user or user to be modified is invalid or blank.

I recently tried adding a different email to the old orphan user — it worked fine on the first try.

These issues came to a head last night, when I tried loading up the Upgrade Equipment page on my current ("primary") user, and was met with:

Restricted Section

You cannot access restricted areas of My Account

Having tried several times now, this appears to only happen half the time; the other half of the time I'm able to go to the next screen. (I still have issues at that point, with rented equipment not showing up... but one thing at a time.)

In summary:

  1. There is an old account for my old address that I can't unlink from my current account.
  2. On that old account is an orphan duplicate user that neither I nor any representatives seem to be able to delete.
  3. My current user's bugs including not letting me add my email.
  4. (lower priority) I'd like to upgrade from my rented XB6 to the XB7, but my XB6 doesn't show up as a rented device.



Official Employee


2.3K Messages

1 m ago

Hello @1312thatsthecodetomyheart, thanks for reaching out to us on our Forums page about the issues you're running into, in regard to an old username being attached to your current account. I can see and understand why this has caused you some inconvenience and frustration, especially since it has been ongoing for months. You have reached the right team and we can absolutely assist you with addressing all of your service needs! To get started, please send us a private chat message for further assistance.


To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.


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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