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Listed As Secondary User

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New Poster

Listed As Secondary User

I am listed as a secondary user on my account and there isn’t any other users even on it. I can’t do anything I need to do because of this and I don’t know how to solve it.
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Expert

Re: Listed As Secondary User


@ehamilton wrote:
I am listed as a secondary user on my account and there isn’t any other users even on it. I can’t do anything I need to do because of this and I don’t know how to solve it.
Even though you don't see any other users on the account, I'm giving you the below information as a secondary check.
 
To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
 
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

 


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New Poster

Re: Listed As Secondary User

It lists a different primary user but the information is blank
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Official Employee

Re: Listed As Secondary User

Thanks for the information @ehamilton , it appears you're moving and there were some account setup issues. I'll reach out over email to connect. 


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New Poster

Re: Listed As Secondary User

Can someone also reach out to me? I have been dealing with this exact issue for years. I was told two different times that it was taken care of and it should not be an issue in the future. I tried looking at my plan to day and it still says I am not the owner of my account. I am the only name. I have always been the only name on this account. 

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Official Employee

Re: Listed As Secondary User

@theemilylarue  PMed!


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New Poster

Re: Listed As Secondary User

I also seem to be having issues with this. 

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Official Employee

Re: Listed As Secondary User

@JosephS1 PMed

 

We've solved Joe's issue. His original [joe's original]@comcast.net email was on his folk's account and he was a Viewer under their account, however he has set up new services that are tied to another [joe's new]@comcast.net and his mobile phone. Because Joe uses his original comcast.net email and wants to use that username to sign in and to read his emails, we did the following:

 

  1. Moved the Xfinity ID over from his parent's account (viewer) to this new account, and it shows up as a secondary.
  2. Transferred administrative rights to the user that was moved over (same person, but now it's at the account level).
  3. Removed his mobile phone number from the [joe's new]@comcast.net and added it to the [joe's old]@comcast.net user, and had him verify it.
  4. He checked his My Account and got in (Clear your browser cache or open a private browser to ensure you get a smooth login experience).
  5. He checked his email and it was all intact. 

For forum readers, if you have moved out of your prior residence with a secondary there, you can do this yourself:

  1. Add a secondary on your account by sending an invite your prior contact point was associated.
  2. Click on the email that was sent, and link the account.
  3. Go to My Account --> Settings and unlink the prior account.
  4. Go to My Account --> Users and remove the mobile phone number from the old account
  5. Transfer Admin Rights
  6. Sign in to the other account that is now the "Primary", add the mobile phone number and verify it.

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New Poster

Re: Listed As Secondary User

I am having this same issue. Can someone help me?

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Official Employee

Re: Listed As Secondary User

@JCris2  feel free to private message me and I'll take a look for you!


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New Poster

Re: Listed As Secondary User

-

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Official Employee

Re: Listed As Secondary User

Hey all, please check www.xfinity.com/id to ensure you have the right identity and level. Typically you'll have a primary, and there's a chance your contact point is tied with a secondary on that same accout. Once you know the primary, you can sign in, go to https://customer.xfinity.com/users and remove the contact point from the secondary and put it back on your primary. 


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New Poster

Re: Listed As Secondary User

New xfinity customer and only one on the account but also listed as secondary. Can I receive help with this too?

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Official Employee

Re: Listed As Secondary User

@tman95 

 

If anyone is having issues with this, please try the following:

 

  1. Go to www.xfinity.com/id  and confirm you're using the right contact point associated with the right account.
    1. Your Xfinity ID may be your emailmobile number, or username. 
    2. What that means is if you signed up for services and only verified your mobile number, and you tried your email, that email may have been associated with a different account (e.g. if you lived with your family and you were a secondary with that contact point there). 
      1. If you have a contact point that has always been yours on an old account, you can always invite the contact point as a secondary user to link the old account to your current one, delete the relevant contact points from your old user identity on the old account, and add them to your current identity, and delete the user. This is a bit convoluted and we're working on improvements to just pull the contact points (mobile and email) from identities on disconnected accounts. 
    3. @tman95  in your case, the mobile number is associated with the primary, and the email is associated with a secondary, so signing in with the email led to you ending up signed in to the secondary. If you sign in with your mobile number on the website, you should be able to access the Primary, then go to the Users tab, and see your user with the "member" role that has the email.
      1. What I'll do is remove the email from your member role and add it to your primary so you have both your mobile and email on the right user. You'll still need to confirm the email that's sent to you. I'm still looking into root cause on what could have triggered a secondary user creation in these instances.

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New Poster

Re: Listed As Secondary User

I've called up Xfinity tech support multiple times over the past FEW WEEKS with this same issue and been told someone would be able to help me, but NOBODY has. Like the original poster, I am the only user on my account. It says I have primary privileges but when I click on the billing tab, for example, it says I am a secondary user and do not have that ability. I'm wondering whether my user was made inactive because I did not set up my Comcast email account right away. Is there any way to reactivate it? My ultimate goal is to transfer the account to a roommate's name and credit card information, but I can't do that, as I cannot add a secondary user without primary user privileges. 

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Official Employee

Re: Listed As Secondary User

Hi @soniarao 

 

When you sign up for an account, your name is in the billing system and you're the person who is financially responsible. The digital access and transferring admin rights to your roommate would not actually change that, it's highly recommended in these situations to go to a retail store to disconnect your account and sign your roommate under their own account, that way you'll avoid potentially ending up in collections if your roommate misses their payments (they could in that case be the primary on your account, but not the actual account holder, which would still be you). 

 

To do so online, you'll need to refer to the instructions here 

 

https://forums.xfinity.com/t5/My-Account/ANSWERED-How-to-complete-a-Comcast-account-ownership-change...

 

Cheers

Jonathan

 


@soniarao wrote:

I've called up Xfinity tech support multiple times over the past FEW WEEKS with this same issue and been told someone would be able to help me, but NOBODY has. Like the original poster, I am the only user on my account. It says I have primary privileges but when I click on the billing tab, for example, it says I am a secondary user and do not have that ability. I'm wondering whether my user was made inactive because I did not set up my Comcast email account right away. Is there any way to reactivate it? My ultimate goal is to transfer the account to a roommate's name and credit card information, but I can't do that, as I cannot add a secondary user without primary user privileges. 


 


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

Re: Listed As Secondary User

I'm in a similar boat, but have two Xfinity ID's (one is my wife's and one is mine). When she logs in, she's listed as the Primary user, but can't view bills, or view/add/remove other users. When I log in, I'm listed as a Member. I know we are connected to the same account because both of us see the same address and account ID under Linked Accounts, but neither of us seems to be actually acting as the account owner. When using the Xfinity ID lookup tool, there is an "Owner" with no information, then my wife and I are both listed as users (screenshot).

 

I've spent at least 10 hours now with different folks on online chat and phone support and while I am told each time it is fixed and to wait an hour or two for the changes to take effect, nothing ever changes. This is beyond frustrating.

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Official Employee

Re: Listed As Secondary User

Hi all, we were able to solve @CouloirExtreme's issue - and are investigating the root cause, where there's no Primary on the identity.

 

If you're having issues, please create a new post and PM me and we'll take a look.


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New Poster

Re: Listed As Secondary User

Hi,

 

I am having a similiar issue. If I click the "Users" tab I am listed as the "Primary User" but if I click on the "Billing" tab it returns an error message saying that secondary users do not have access to this information, etc.

 

I imagine the issue is linked to the fact that at one point in time I was listed as a secondary user on my brother's account.

 

I have spent a few hours on the chat but nobody has been able to help. I was most recently told that my issue would be escalated and I would receive a call from someone stateside, but have yet to be contacted by an Xfinity rep (this was 4-5 days ago).

 

Some assistance would be greatly appreciated.

 

Thanks!

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Official Employee

Re: Listed As Secondary User

@TSVN please post this as a new issue and not part of this existing thread (you have a primary on your account, vs the issue in this thread was that they did not have a primary on their account).

 

We are investigating, thanks!


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