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user_9b3l6v
1st Topic

Visitor

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3 Messages

Saturday, May 31st, 2025 12:28 PM

Primary user

Hello,

apparently I'm not the primary user of my xfinity account, going into setting and looking at the account identity section I only see myself, yet I'm not the primary user?  How do i go about updating this

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Updated 

3 days ago

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EG

Expert

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110.7K Messages

3 days ago

The concern is not home networking related. Moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityRaul

Official Employee

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2K Messages

3 days ago

Hello, @user_9b3l6v. Here's a link that shows you how to manage your user roles associated with your account https://www.xfinity.com/support/articles/primary-and-secondary-accounts. 

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user_9b3l6v

Visitor

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3 Messages

If I'm not the primary user how am I supposed to add myself?   That's my issue, somehow I'm not listed as a primary user

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3 days ago

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XfinityRaul

Official Employee

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2K Messages

Thank you for clarifying what the situation is, @user_9b3l6v. To transfer primary rights, you must:

Sign in to xfinity.com as the Primary user.
Choose the Account icon and then Account and Identity.
Scroll to the Account Details section and select the user you want to make the Primary user.
Under the user Permissions, click Transfer Primary rights.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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BruceW

Gold Problem Solver

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26.4K Messages

3 days ago

Perhaps the employee has not had their coffee yet today.

Use the UserID Lookup Tool at https://idm.xfinity.com/myaccount/lookup to determine if your account has a primary user assigned. After you enter the requested information, the page will tell you the UserIDs on your account and indicate which one, if any, is Primary. If one is listed, log in as that user if possible. If not, you'll need help from a (hopefully awake!) employee to fix the problem.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_9b3l6v

Visitor

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3 Messages

Wow, there appears to be 3 accounts associated to my address when I use that tool. They are all me but its all past accounts, I no longer have access to those emails.  Interesting 

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3 days ago

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XfinityJon

Official Employee

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188 Messages

Once you are logged in to the account you should be able to unlink previous accounts or addresses if you would like. 

Unlink accounts

You can view the accounts your Xfinity ID is linked to after you sign in to xfinity.com. You can’t unlink the account you’re currently viewing.

If you don’t need instructions on unlinking an account, sign in with your Xfinity ID and password to get started.

  1. Click the Account icon and then select Account and Identity.
    • If the account you want to unlink has automatic payments turned on or a pending scheduled payment, you need to turn off automatic payments and remove all scheduled payments before unlinking the account.
  2. Click Xfinity ID and Security.
  3. Scroll to the Your Accounts section to see the accounts you are linked to and then click Manage and link accounts.
  4. Verify your identity to continue. You can do this with a notification sent to the Xfinity app, or a code sent through text or email. 
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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