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Can't switch primary user

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Regular Visitor

Can't switch primary user

Hey, my father was the primary user of our account, but he passed in June. I've been trying to swap all of our important bills over to my name, but I don't have access on my account to swap the primary user. I also don't have his login information because he became very paranoid before his passing, and this was one of the accounts he changed.
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Official Employee

Re: Can't switch primary user

Hi @RepassTa,

 

I'm sorry for your loss. You'll need more than switching the primary user, but a full account takeover. We have a digital process to kick that off, which will include access to his digital identity. Please start here: 

 

https://www.xfinity.com/support/account-management/bereavement

 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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.
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Regular Visitor

Re: Can't switch primary user

Thank you this was so helpful. I really appreciate it
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Official Employee

Re: Can't switch primary user

You bet @RepassTa! Keep me posted if you have any further questions or updates you need me to take a look at.


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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!
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Regular Visitor

Re: Can't switch primary user

I would like to know about how long it takes for that to process because I did submit the form the day you gave me the link.
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Official Employee

Re: Can't switch primary user

Hrm should be done in a week tops, feel free to message me and I’ll check tomorrow for us

I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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!