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Zombie Accounts
[ Sorry to any community volunteers that find this, this is not for you ]
This is my second or third time attempting to get support with this and I am posting this in the vain hope that I can get help without having to waste time on hold with support tech who doesn't even understand my issue.
I have two "viewer" accounts left over from accounts owned by my parents who have since moved and closed their services at their old homes.
These accounts are locking out email addressed that I want to use for an active account but am unable to get released due to the fact my parents no longer control the "primary" accounts they are tied to.
Is there any way to get these released without primary account access? Last year I spent a whole day on hold trying to get this fixed and still have nothing to show for it.
In addition, my father's active account (the one I want to use my emails for) currently has no primary user due to previous support agent meddling during his move,
so even if I can get the emails released I will still need support to set him or myself as the primary user.
I want this done but am tired of doing this on call-center-time... give me a support email I can use to get support at my own pace and make sure my request is understood.
XfinityNicolas
Official Employee
•
1.1K Messages
2 years ago
Hey @DaemonUmbra, thank you for reaching out to Xfinity Support on our forums. Do you still have access to the email or phone number attached to the primary account? You should still be able to reset access so you can get into the primary account if you do. I can certainly check to see what is going on with the users if you can send us a direct message. If it manually needs to be changed, our Customer Security Assurance can help and their site here has their contact information.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the page
• 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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