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Primary user being told they’re second user, tried the link and it said does not match records.

Am29
New Poster

Primary user being told they’re second user, tried the link and it said does not match records.

I’m a new xfinity customer trying to set up their account. I went through my internet purchase and can log into my account but I can’t do anything because it says I’m a second user. I picked a day to get my equipment delivered but they never came. I tried a link I saw on a forum that’s supposed to tell you who is the primary user but when I entered my information it said it doesn’t match account records. Please help!!! I just want internet.
jav6joev
Bronze Problem Solver

Re: Primary user being told they’re second user, tried the link and it said does not match records.


@Am29 wrote:
I’m a new xfinity customer trying to set up their account. I went through my internet purchase and can log into my account but I can’t do anything because it says I’m a second user. I picked a day to get my equipment delivered but they never came. I tried a link I saw on a forum that’s supposed to tell you who is the primary user but when I entered my information it said it doesn’t match account records. Please help!!! I just want internet.

You can go to the https://my.xfinity.com/?cid=myxfinity/ web site, click on 'Sign In' and then click on 'Forgot Xfinity ID' to get a list of users on your account.  Maybe you'll recognize the other user id that is the Primary or somehow when you created your user id, it  didn't get created as a Primary user.  The 'Forgot Xfinity ID' link was a pain getting thru for me, as the address on my bill showed as not correct, but was able to use the phone number associated with my account to finally get thru and get the user list.

Joe V
(not a Comcast employee, just another paying customer)