New Poster
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5 Messages
online account not active
When I log into my online account, it tells me that my account is being set up. It won't let me do anything online. This has been going on over a month.
New Poster
•
5 Messages
When I log into my online account, it tells me that my account is being set up. It won't let me do anything online. This has been going on over a month.
Responses
Accepted Solution
ComcastJonathan
Official Employee
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839 Messages
1 y ago
Just to close the loop for any forum viewers, we found the gmail was associated with a prior disconnected account, preventing sign-in if that emai. The current account had the customer's mobile and username (all valid sign-in and part of her Xfinity IDs). What we did is we moved the old identity to Aundrea's current identity so she could as the Primary, manage that email contact point that is associated to the secondary user that was moved.
From a root cause analysis perspective we're hoping the new customer sign-up linkage flows prevent this from happening.
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ComcastJonathan
Official Employee
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839 Messages
1 y ago
Hey there @aundreahigh , we're investigating. Feel free to message me with any other details.
To send a private message, please click my name "ComcastJonathan" then select "Send a Message" on the right side.
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deninataylor
Regular Visitor
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2 Messages
6 m ago
I am having the exact same issue, can I get some help?
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ComcastJonathan
Official Employee
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839 Messages
6 m ago
Hi @deninataylor private message me, and we'll take a look
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