Spoelstra7's profile

New Poster

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3 Messages

Fri, Nov 6, 2020 1:00 PM

"Please contact account owner to continue."

When attempting to make changes to my account or shop for new service, I'm greeted with the phrase in the subject line. I'm a tech savvy returning customer, but I'm at a lost as to how to deal with this.

Responses

New Poster

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3 Messages

7 m ago

Would just like to give an update. I've been calling customer service daily, trying to speak to someone who can help and have had no luck. I'm the only person on my account, have been since I made it, and for some reason or another I need to get a hold of the account owner, who is me.
BruceW

Gold Problem Solver

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22.4K Messages

7 m ago


@Spoelstra7 wrote: ... I'm greeted with the phrase in the subject line. ...

Double check your UserIDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account and an indication of which one is Primary. Be aware that the Primary UserID online doesn't always correspond with a name on your billing statement.

If the ID you are using is not Primary, you'll need to log in with the Primary ID.

 

Also see https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HERE-BEFORE-POSTING/m-p/3366881#M34006

 

New Poster

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3 Messages

7 m ago

Thank you for your response; However, I wouldn't be posting here if I hadn't already exhausted the possible solutions in the pinned thread.

New Poster

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1 Message

7 m ago

I'm having the same issue. I have moved multiple times and something is causing a hangup. I've tried everything suggested but keep getting stuck in a loop that ends with "contact acount owner"

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