aundreahigh's profile

New Poster

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5 Messages

Fri, Jun 5, 2020 5:00 PM

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.

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Responses

Accepted Solution

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. 

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.

Regular Visitor

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2 Messages

6 m ago

I am having the exact same issue, can I get some help?

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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