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Failing to change primary username

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New Poster

Failing to change primary username

When singing in the primary account and try to change the primary username, got error "Unknown Provisioning Service Error". Need help, please.

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Official Employee

Re: Failing to change primary username

Hi there @garyjing89, we just put in a fix yesterday.

 

Are you attempting to change the username for sign-in purposes or for changing your email? By changing your username you do change your email and senders will get bouncebacks. If you don’t use the comcast.net email (Xfinity Connect), you can make the username change. If you need to retain your existing email, the following steps are recommended.

 

Step 1: Create a new user in your account with the new first name

Go to https://customer.xfinity.com/users/ and click "Add a new user"

Select "Viewer" then click Continue. Fill in the fields with the desired username.

 

Step 2: Move existing email content from old email to new email

https://www.xfinity.com/support/articles/about-easychange

 

Step 3: Forward new emails from the old email to your new one

https://www.xfinity.com/support/articles/xconn-auto-forward

 

Step 4 : Move any contact points over
Remove or put placeholder (e.g. 888-888-8888) phone numbers and personal email (e.g. placeholder12345@gmail.com) under the user that you want to remove so they can be used on your new user.

 

Step 5: Transfer administrative rights to the newly created user.

If you're currently the Primary we want to make the newly created user (currently a "Viewer" role - the lowest possible) to be the highest. https://www.xfinity.com/support/articles/account-ownership-change.

Once you do that, your new comcast.net email is the primary, so when you call in for support we can help you. This also means you'll have online administrative access to Xfinity Mobile if you have sevices with us. 


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New Poster

Re: Failing to change primary username

Hi,

 

Thanks for your replying. I just tried, it still didn't work.

 

I wanna change my email, so I think the signing in name will be changed as well. It doesn't matter as long as the email will be changed.

 

Thank you,

Gary

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Expert

Re: Failing to change primary username


@garyjing89 wrote:

Hi,

 

Thanks for your replying. I just tried, it still didn't work.

 

I wanna change my email, so I think the signing in name will be changed as well. It doesn't matter as long as the email will be changed.

 

Thank you,

Gary


To create a new user ID [email address], log in to https://customer.xfinity.com/#/users, then scroll down and click on "Add a New User" and follow the directions.
 
If you change the part before @comcast.net you won't have access to that email , so it's just better to create a new email address.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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