mg50500's profile

Frequent Visitor

 • 

10 Messages

Wed, Feb 24, 2021 11:00 PM

Secondary User error message despite being primary user

Hi,

 

Every time I go to access my bill or perform some other administrator task I receive the following error: "As a secondary user, you cannot access restricted areas of My Account". However, my user role is listed as primary. Could someone from Comcast please help with this? 

 

https://imgur.com/ik6P7hN

https://imgur.com/wRPsaf4

 

I've had this issue for well over a year now (me last year: https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Portal-keeps-telling-me-I-m-a-secondary-user/td-p/3294550) and have reached out to support multiple times since 2019.

 

It is the same issue described in this thread (https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Listed-As-Secondary-User/td-p/3343990). Could you help me out please? @ComcastJonathan 

Responses

Again

Expert

 • 

25.4K Messages

2 m ago

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
 
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

 • 

10 Messages

2 m ago

I tried that last time as well. Nothing.

 

https://imgur.com/8Cmc99f

 

mg50500_0-1614315124811.png

 

Frequent Visitor

 • 

10 Messages

2 m ago

Hi Valerie,

 

Thanks for reaching out. The output of that process is in the screenshot posted in my previous reply. Completely blank under primary user.

Official Employee

 • 

78 Messages

2 m ago

Hello, @mg50500, thank you for reaching back out for support over our Xfinity Forums. I am sorry to hear you are experiencing the same issues you were from almost a year ago! I completely understand how frustrating that would be! Please rest assured, you have reached the right place and we can assist you in getting down to the bottom of user ID and sign in issues. Have you taken the steps presented to your last thread? The main steps being utilizing the following link: https://comca.st/3kwTqjp, to ensure the correct username is being used?

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

Official Employee

 • 

58 Messages

2 m ago

I really appreciate you giving that a try, @mg50500! Please send me a Private Message with your name and address so we can continue working on this together. 

 

To send a private message, click my name " ComcastEmilyS", then click "send a message".

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

New to the Community?

Start Here