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user_df356b
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6 Messages

Tuesday, February 22nd, 2022 2:51 PM

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Unable to update Xfinity username - "Unknown Provisioning Service Error"

When attempting to change my Xfinity username at the "Update Your Xfinity Username" page (https://customer.xfinity.com/users/me/update-username), I am unable to do so due to an error reading "Unknown Provisioning Service Error".

To any Xfinity personnel reading this, I am already aware that changing my username will result in email bouncebacks should someone message (example) " [Edited: "Personal Information"]".  That is actually what I want.  In fact, I am trying to make this change so that my old username can no longer be used to sign into my account.  This is intentional and the bouncebacks are fine.

Every forum post I have found about this issue has begun with guidance from Xfinity to keep the old username to avoid bouncebacks, and provided no guidance on how to change the username anyway.  I need to get my username changed and do not care about bouncebacks.

Can someone at Xfinity please advise as to how I can get past this "Unknown Provisioning Service Error" and change my username?

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4 years ago

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CCChelseaA

Problem Solver

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637 Messages

4 years ago

Hello and Happy Tuesday! We'd be more than happy to assist with your username! Have you by chance attempted to create a new one and establish it as your primary? 
I've included a link here that will walk you through how you can create a new ID!
https://comca.st/3H4w2U4
Please let us know if you have any questions!

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user_df356b

Visitor

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6 Messages

@XfinityChelseaA​ , 

Taking the steps at the link you provided results in me landing at a page that says:

Looks like you already have an Xfinity ID

That page then tells me what my existing ID is.  No other options, other than a button to continue, which then takes me to the Overview page within My Account.

Not much help.  What I need to do is change my existing ID.

Thanks!

(edited)

4 years ago

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CCChelseaA

Problem Solver

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637 Messages

4 years ago

Not to worry! You've come to the right place!
Please feel free to join us in PM using the instructions below, and we'll dive in together!

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer 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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user_df356b

Visitor

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6 Messages

@XfinityChelseaA​ I sent the Direct Message per your instruction; nobody is answering.

4 years ago

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user_df356b

Visitor

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6 Messages

@XfinityChelseaA​ The party in Direct Message has provided no resolution, although we did go through the exercise of:

(1) Creating a new user

(2) Transferring admin rights from the original user to the new user

(3) Deleting the original user

(4) Having exactly the same problem with the new user because Xfinity made the new user name a long string of 15-20 digits and won't allow changing it (same error)

4 years ago

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user_df356b

Visitor

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6 Messages

4 years ago

Courtesy of the username delete / restructure, I am now unable to enable 2FA for my account.  Reason:

- it requires provision of a mobile number

- it says "This phone number is already associated with an Xfinity account" and will not accept my mobile number

- the mobile number it will not accept is associated with the username that I deleted at Xfinity direction, so I can't clear it out/disassociate it.

Lots of failure here.  Does Xfinity even know how their systems work in order to fix them?  Not looking like it at all.

(edited)

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XfinityBillie

Official Employee

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4.2K Messages

I truly apologize for all of the frustration. Were you able to reach out to our Customer Security Assurance team at 1-888-565-4329? 

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

4 years ago

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user_df356b

Visitor

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6 Messages

@XfinityBillie , after being sent to the Direct Messaging team to figure out the username change problem, and then by Direct Messaging to delete my original user and, with that approach failed, call in to fix the username change problem, I figured out on my own what was behind the repeated blocking of the username change.

Changing the username apparently works so long as you don't try a username that the system doesn't like.  So I tried some truly random ideas and found something it didn't complain about.  But I didn't get that far until I hit a dead end in Direct Messaging (after deleting the original user at their direction).

My post above in re the 2FA issue is my first communication with Xfinity about that (sub)issue (itself the result of being guided to delete the original user).

If I am reading you correctly, you are indicating that the CSA team at 1-888-565-4329 is the next step in scrutinizing the 2FA issue?

(edited)

4 years ago

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CCAmir

Gold Problem Solver

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7.2K Messages

That is correct! Our security assurance team are experts when it comes to issues like this and I am sure one of our knowlegable agents will be happy to help you with getting this corrected. 

I no longer work for Comcast.

4 years ago

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