Community Forum

Primary user being told I'm a Secondary!!! Help!!

Frequent Visitor

Primary user being told I'm a Secondary!!! Help!!

I have been a customer of Xfinity for the last 10 years. I have had a couple of moves but this last move I don't seem to be able to log into My Account!  It tells me I am a Secondary User and I don't have access to look at my billing etc. I also can't login to my Xfinity Mobile Account (actually been uable to do this since I signed up!).

 

Anyone any suggestions on how I get to access My Account?  There are no other users on my account so not sure what the issue is. 

Gold Problem Solver

Re: Primary user being told I'm a Secondary!!! Help!!

The Primary ID at your previous location may have been transferred to your present location as a secondary ID, or it may not have been transferred at all.

 

Double check your UserIDs 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 and an indication of which one is Primary. Be aware that the Primary UserID online doesn't always correspond with a name on your billing statement.

If the ID you are using is not Primary, you'll need to log in with the Primary ID. If you need help with that, or if your ID is Primary but you still don't have access, contact one of their reps at the phone number on your bill or 1-800-Comcast, or use one of the other options on https://www.xfinity.com/support/contact-us/ and have them fix the problem.

Frequent Visitor

Re: Primary user being told I'm a Secondary!!! Help!!

Thanks for the link. I just did it and it told me I was the user and primary is blank!  I will make the call thanks for the help

Gold Problem Solver

Re: Primary user being told I'm a Secondary!!! Help!!


@UKMI6girl wrote: Thanks for the link. I just did it and it told me I was the user and primary is blank!  I will make the call thanks for the help

Glad to help -- good luck to you!