We were able to fix the issue.
The account holder wasn't aware of her primary Xfinity ID, and had the household member's phone number associated.
That household member had a WiFi on Demand Xfinity ID that wasn't tied to the account, so we invited the household member as a "manager" for bill-payment purposes and the identity is now tied to the account.
The secondary user's phone number was on his primary's identity, so we removed it from the primary, and added it to the manager/secondary's identity. We then added that phone number to the manager/secondary user.
Solved!
I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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