Visitor
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2 Messages
Unable to login as primary user, unable to link my old account where role is "veiwer", internet not set up yet
We signed up for Xfinity internet for our new address. I am the primary and only account holder for that address. When I log in to Xfinity, it logs me in as a "viewer" on a family member's account (still active, but I no longer use). This is a hold-over that I no longer need and will remove later. First I try linking accounts:
(Login) > Account and Identity > Xfinity ID and Security > (+) Manage and Link Accounts
This page shows my family member's address only; my new residence is not there. I got to (+) Link Accounts and follow the prompts:
(Enter Mobile Number) > (TFA code entered) > (Street Address Entered)
Message I receive on following page is "To link these accounts, you'll need to be invited by the primary user of the other account." All subsequent help docs and links show how the primary user is required to invite or delegate user roles. I am the primary user on that account but I cannot access it with the login I created in making that account. How can this be resolved?
One last note- Equipment arrived at our new address, but we will not be able to set it up until we formally move. I do not know if setting up the equipment plays a role in managing and viewing the account or not, but I wanted to include that piece of information.
Thank you for your help.
CCBrandon1
Problem Solver
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770 Messages
2 years ago
Hello, and thank you for reaching out for help with your login. I know how important it is to have access to your account details, and will be happy to help. Is the account active yet, as in the order is not pending? Also, have your tried to use this process for establishing the profile? The other otpion would be to see about getting removed as a viewer from the other account, and see if that "frees up" the profile. @csthomas
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CCBrandon1
Problem Solver
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770 Messages
2 years ago
@csthomas We are happy to help! It may be the account is still in a pending status, and no worries on removing yourself for now, we will get this sorted out. Let's take a look at the account level, since we need to check the status and your profile. At your leisure, send over a direct message to get started.
To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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