Persistent Account problems, primary user.

Question

I’ve had many persistent account issues and I think because it appears due to me not being shown as the primary account user.  The normal customer support through chat doesn’t see this but it needs to be escalated to someone who’s capable of addressing it, but there appears no possible way of doing this.  Many years ago when the only cable internet was @Home I was a phone customer support employee and we did have these abilities.  What are my options?  Even if it’s just closing this account then starting a new one?  Thanks.

XfinityAmandaB · Answer

user_faqst7 Thank you for stopping in for help with your user role. Not having primary user status could impact a few things, even if you are set up as the manager. From my experience, mostly with subscriptions, but there are other issues you may run into. There may have been more ways to manage your user role on our end in the past, but due to account security concerns, we are limited to what we can interact with regarding your online login information. We would be happy to see what role you are currently set as and see about helping you get that updated if needed.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_faqst7

Persistent Account problems, primary user.

XfinityAmandaB

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