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Account showing as secondary when it is INDEED a primary.

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Frequent Visitor

Account showing as secondary when it is INDEED a primary.

Unable to access full features of account. I have looked under "Users", this is indeed the only account and no secondary. Never created a secondary account either.

Under 'Roles' it is showing me "Primary You have control of all services, settings, billing features, and other users on this account". Yet it is functioning as a secondary account.

 

I have gone through xfinity live chat, tech was unable to resolve my issue cause receiving unknown error. Which then escalated to advanced user account team on phone call, which was also unable to resolve my issue due to same error tech was getting on the same end. I have the support ticket #NA250447852 that they have given me. They said they would call back when it will be resolved. It has been exactly a whole week now and still no phone call. Still can't access Myaccount as a primary account so I can edit my service plan to lower my monthly cost. Both techs has checked their system, they said it is INDEED the only account listed. Re-sync didn't do anything apparently either when both tried.

 

I am at a point of either calling again to cancel my whole account and start over. My promotional period ended anyway and was going to enter another promotional period through Myaccount.. but I cant even access the feature... promotional period has end over a month ago..

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Expert

Re: Account showing as secondary when it is INDEED a primary.


@Weiiz wrote:

Unable to access full features of account. I have looked under "Users", this is indeed the only account and no secondary. Never created a secondary account either.

Under 'Roles' it is showing me "Primary You have control of all services, settings, billing features, and other users on this account". Yet it is functioning as a secondary account.

 

I have gone through xfinity live chat, tech was unable to resolve my issue cause receiving unknown error. Which then escalated to advanced user account team on phone call, which was also unable to resolve my issue due to same error tech was getting on the same end. I have the support ticket #NA250447852 that they have given me. They said they would call back when it will be resolved. It has been exactly a whole week now and still no phone call. Still can't access Myaccount as a primary account so I can edit my service plan to lower my monthly cost.* Both techs has checked their system, they said it is INDEED the only account listed. Re-sync didn't do anything apparently either when both tried.

 

I am at a point of either calling again to cancel my whole account and start over.** My promotional period ended anyway and was going to enter another promotional period through Myaccount.. but I cant even access the feature... promotional period has end over a month ago..


*Unfortunately you won't be able to edit your service plan without an agent helping you.

**If you cancel your account you will have to wait 90 days before starting a new one.


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Official Employee

Re: Account showing as secondary when it is INDEED a primary.

Hi @Weiiz

 

We appreciate you asking your question here in the Xfinity Forum, we are happy to help investigate your login issues. I also wanted to offer assistance in reviewing and discussing billing options that could possibly help lower your rate. 

 

Can you please send a private message with your first and last name as it appears on your account, and the affected email address?

 

To send a private message, click on "ComcastChe” and then click “send a message". 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!