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Personal email address associated with hotspot wifi account

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Regular Visitor

Personal email address associated with hotspot wifi account

I am trying to setup my personal email account for my new home Xfinity service.  I get this error message: "This email address is already associated with an Xfinity account."  A long time ago, I setup an account with Comcast solely for the purpose of using a public wifi hotspot and I associated my personal email address with it.  I'm assuming that's why I can't use it now.  How do I resolve this situation?  I cannot delete that old hotspot account.

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Official Employee

Re: Personal email address associated with hotspot wifi account

You can go to https://customer.xfinity.com/users

in My Account and invite that email, and you should be able to link your WiFi account back to your account as a secondary user. You can then delete the contact point, then remove the identity if you no longer need it.

 

Let me know if this works!


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

Re: Personal email address associated with hotspot wifi account

I was able to add my personal account as a new user, but when I clicked the link in the email I received to start setup and it asked me the service address, I typed it in.  But it told me it was incorrect.  It's not incorrect.  I matches exactly what's shown in my account.  What should I try next?

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Official Employee

Re: Personal email address associated with hotspot wifi account

Hi @KenR-MA, I manually linked them for you, let me know if that worked


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: Personal email address associated with hotspot wifi account

Sorry for the slow response, but I did not receive an email when you responded.  Anyway, I see my personal email address as a secondary user on my new Xfinity account (thank you), but I'm not sure how to take the next step.  Your first post said, "You can then delete the contact point, then remove the identity if you no longer need it."  How do I delete the contact point and remove the identity?

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Official Employee

Re: Personal email address associated with hotspot wifi account

@KenR-MA  you can go to

https://customer.xfinity.com/users and in the "edit" for the secondary, then click the "remove" button next to the email/mobile.

 

To delete the identity, instructions here:

https://www.xfinity.com/support/articles/delete-username-from-account

 


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: Personal email address associated with hotspot wifi account

So I feel a little bit like we're going in circles.  You added the email address associated with my old hotspot account as a secondary user on my new Xfinity account.  Then based on your latest instructions, I removed that secondary user.  However, it still hasn't solved my original problem.  When I try to add my personal email address to my new Xfinity account, it tells me I can't because it's already associated with another account.  It seems like that old hotspot account needs to be deleted and the process of deleting an identity you sent me did not work.  The knowledge base page I went to even said, " If the ID is linked to more than one account, it will not be deleted, and will just lose access to the account it was removed from."  What do I do now?

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Official Employee

Re: Personal email address associated with hotspot wifi account

Hi @KenR-MA and everyone else watching.

 

The idea overall idea is if  your identity is tied to a WiFi On Demand or old account:

  1.  Invite the profile that has a contact point you can't update
  2. Remove the email
  3. Optionally remove the profile

We may have skipped step 2 above and gone straight to step 3, so I manually removed the email for you and you should be able to enter it in to your account. Let me know if that fixed the issue for you or if you need more follow up. 

 

For anyone else watching, for Step 2, remove the email from that secondary profile prior to removing the whole profile by going to

My Account --> Users --> [Ken's Wifi On Demand profile] --> Edit --> Contact Information / Email --> Remove

 

ComcastJonathan_0-1598619649476.png

 

Cheers,

Jonathan

 


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: Personal email address associated with hotspot wifi account

Hooray!  That worked!  Thanks, Jonathan for sticking with me.