"Are you the primary account holder?" mobile login loop

I keep getting the following error message / page when I try to sign into my mobile account:

Are you the primary account holder?

Only the primary Xfinity account holder for your household can log in to Xfinity Mobile at this time. If you are the primary account holder, please verify your credentials again.

I've been on the phone with custom support for both internet and mobile department transferring me back and forth or hanging up on me. I'm very frustrated.

Responses

Accepted Solution

Finally, after literal hours on the phone, got a hold of someone who said the problem could be I have a linked account. It was for my parents Comcast account. I unlinked their account from mine, and I was finally able to get into the mobile app site.

2

U

user_48abb7

Visitor

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1 Message

Thanks for posting this!

I'm stuck in the same loop, and I am linked to my father in law's account. Am currently on hold with support trying to figure this out and decided to do some googling!

Hopefully this information helps resolve my issue.

4 m ago

0

XfinityMikeB

Official Employee

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174 Messages

Hi there @ user_48abb7, thank you for reaching out. I know how important it is to unlink your account. If you need additional support, let me know!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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