Error: ftde.provision.accountMismatch

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

If only that would help. Your billing agent did not know what this meant. I explained this and explained everything I've read in the forums. They would not let me speak to anyone else, i.e. a supervisor who might understand this request. So he let me go without helping me.

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@sfstephb1 wrote:

I'm frustrated that I can never watch TV on my computer, only on my iPhone which is way too small to enjoy it. I cleared cache cookies and browsing history. I talked to a rep who wanted me to shut down my computer but my computer has been recently shut down and this problem has always existed since I got wifi hooked up again. I also tried on different browsers and both had the same error.

 

I saw in the forum where a rep said the problem was the person had two account, which I do too. The phone rep could not help me so I'm hoping this might be solved here. If not, I'll just skip the TV benefit of having xfinity in my home again.

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call 800-comcast and select billing. ask the agent to fix your username to point only to your current address/account number.

Hi @sfstephb1, 

Thank you for using the Xfinity Forum to make us aware of the problem you're running into. There are a few different things I'd like to check on my end before I can provide a resolution. First and foremost, I want to check your account to make sure the affected username is associated with your current account/address. If you are authorized to view programs on the Stream app/portal, we don't just want to disregard the fact that you can't access them. Let's find the resolution. 

I also wanted to mention, although you saw another customer with the same issue, and it was determined to be because of them having 2 accounts, that may not be the case in your situation. I was able to confirm our engineers have been investigating this error (ftde.provision.accountMismatch) as early as 4/1/19. If your issue is related to what they are investigating, I will need to get more details from you so I can link your account to open investigation, as well as follow up with you and keep you updated on the changes on my end. 

Can you please send me a private message with your first and last name? To send a private message click on my name "ComcastChe", then click send a message. 

I sent you a private message. Thanks for your help.

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@sfstephb1 wrote: ... I can never watch TV on my computer ...

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Are you logging in with the right User ID? Double check the IDs on your home system with the Lookup tool at https://idm.xfinity.com/myaccount/lookup. After you enter the requested information you'll see a list of the UserIDs on your account.

If the ID you are trying to use is not shown, try using the Primary ID listed there.

@sfstephb1, thank you! I just picked up your private message and will be replying shortly. 

@BruceW, thank you for your support. I just wanted to let you know there is currently an open investigation with the Advanced Techs for customers having this same error. If the customers are not able to fix this using the steps you provided, feel free to have them send me a private message so I can make sure their account is linked to the open ticket. Thanks again. 

Hi, yes I am using the correct user ID. I used the link to check and also have spoken to a couple reps about this problem which they don't have in their script so they are unable to help. When I log in there are two accounts one active and one inactive. I always try to log in during Watchathon. I can do it on the phone app but that's pretty small for enjoyable watching. I'm not super hopeful but it would be amazing to get this solved.

I seem to be getting a similar message and just signed up for double play yesterday evening. Closing the app and reopening temporarily fixes the issue.

What is this private message thing? clicked on the username of the Comcast employee to add my account to the open investigation but there is no link that says, "Click here to send a message to this person". Help?

I am also having this issue, I always watched TV on my computer through the website and about a week or so ago it has just given me this error. Every browser I try, I just installed a clean version of Opera and still nothing but error.

Hello All, 

This issue should now be resolved, however, if you are still having issues, please send me a private message with your first and last name. To send a private message click on my name "ComcastChe", then click send a message.