Mon, Dec 9, 2019 7:00 AM
2 y ago
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Hi! Thank you for posting your question and for coming here for support. Here is a link that mentions the reason you might not have access. You can visit this link: https://comca.st/2YXgFZand then scroll down to the online section to find it. We may need to make sure you're logging in with the primary username on your account, or unrestrict your secondary username's permissions outlined here: https://comca.st/2Pwa2Kl. You should be able to check which is which by logging into your account here: https://my.xfinity.com/?cid=cust or by using our My Account app.