Community Forum

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

UKMI6girl
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. 

BruceW
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.

UKMI6girl
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

BruceW
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!

legronejt
New Poster

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

Is there a solution to this I have spent the last 4 hours talking to a total of 5 support reps. All tell me to go somewhere else and none providing any form of solution.   

 

When i view my account it gives me a blank primary user. I need to upgrade my account I can do anything in my account only fix i can find is to provide proof of death so i can transfer ownership.

 

Can i resolve this myself?            Please provide a link

Can i contact someone to help?    Please provide info

 

 

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frustratedx20
New Poster

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

I called support and got the run around many times.  I was finally told that my account was setup as a viewer even though it looks like it is primary.  I was given a ticket number and told it would be fixed in 24 hours.  However, they still want to talk to me (customer security?) and so I need to call them back at 844-963-0185.  They are not open at the moment so I will call them tomorrow

 

Why they can just run an update on the database to fix my account boggles my mind.

ComcastJonathan
Official Employee

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

Hi @frustratedx20 here are some instructions

 

Say you have an active Account at 123 Main Street (generic example)

Account at 123 Main Street may have an Xfinity ID (username only) tied to it. You can find that out via www.xfinity.com/id. You can also try www.xfinity.com/getstarted if you believe you've never set one up.

 

What you're signing into the forums with may not be tied to any account, but may have a mobile number or email tied to it. When you use the forum credentials to sign into My Account you may see the issues listed above where it says you're still setting up services. This is beyond the 2-3 days after setting up your account for the first time.

 

Do a password reset on the Xfinity ID tied to 123 Main Street and sign into the correct Xfinity ID

  1. Once you're in My Account, go to Users (https://customer.xfinity.com/users) and invite the forum sign-in you're using (via either the @comcast.net or the email or the mobile phone number) and complete the flow with your address for verification.
  2. You can now choose which Xfinity ID you care about:
    1. If it's the one you just invited, use Transfer Admin Rights https://www.xfinity.com/support/articles/change-your-primary-account-user to promote the preferred Xfinity ID Secondary to the Primary.
    2. If it's the one you signed into, remove the contact points on the secondary Xfinity ID you invited, and add them to your Primary Xfinity ID.
  3. Also make sure you've set up automatic payments on whichever Xfinity ID you end up going with. 

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