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KG25
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Friday, September 11th, 2020 10:00 AM

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Removing User Error

I am trying to remove a user from my old account that I had in college. He is unable to make an account because he is linked to this old one. I am the primary user but everytime I try and remove him it says "Looks like something went wrong" then prompts me to reload the page. 

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4 years ago

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Again

Expert

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31.9K Messages

5 years ago

@KG25 wrote:

I am trying to remove a user from my old account that I had in college. He is unable to make an account because he is linked to this old one. I am the primary user but everytime I try and remove him it says "Looks like something went wrong" then prompts me to reload the page. 

Is this "old account" that you had in college still in service or was it cancelled, or did you transfer it to a new address?  If you transferred the account, you have a new account number and you're probably logging in to your old account.  Make sure you're logging into the correct account and look up the primary user id.

 

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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Steven16

New Poster

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1 Message

5 years ago

I am having the same issue. I have an old account that I have since transferred to a new address with a new account number. I'm trying to unlink the old account (removing the users from the account first) but got the same errors since it is an "old account". Any suggestions on how to resolve this?

 

Thanks,

Steven

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XfinityJonathan

Official Employee

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839 Messages

4 years ago

hi @Steven16 can you PM me and I'll take a look? Click on my name and message me.

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user_08c03b

Visitor

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4 Messages

4 years ago

I am also having this issue.  I am no longer a comcast customer (moved out of the area).  I have a user account I'd like to remove (not the primary), as the e-mail account is getting nothing but spam, but I get the same "something went wrong" error as well.  Tried with both firefox and chrome multiple times and no success. 

I know you can't add a user after you are no longer a customer, but it doesn't say anything about not being able to remove users.  Any suggestions?

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CCAbbie

Problem Solver

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1.4K Messages

Hello and thank you for taking the time to reach out. I would like to look into this for you to see how I can help. 

 

Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address where you had services and I'll be happy to help. 

I no longer work for Comcast.

4 years ago

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user_f8ec78

Visitor

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1 Message

4 years ago

Same problem here. I have stopped my Internet Service in my old apartment, where I was a Manager and he was a primary user. Now the account is inactive and he can not remove me from his account. I can not open a new account for my new apartment.

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XfinityRay

Official Employee

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3K Messages

Hello, @user_f8ec78. Thank you for reaching out about your Xfinity ID. We have a linking process where you should be able to link the Xfinity ID that you used at your old apartment to your new account. Once you get them linked it would make your Xfinity ID the Primary one on your new account (no changes at the old apartment). You would then be able to remove your old apartment from the accounts associated with your Xfinity ID. This link shows how to link, unlink, and switch between accounts, https://comca.st/3uJ5Vf6. Please let me know if that does the trick or if you need additional help. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

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user_7155c9

Visitor

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2 Messages

4 years ago

Same problem here. Already sent a private message - thank you in advance for your attention.

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XfinityPeterH

Official Employee

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2K Messages

Your message has been received and we have responded to you. Thank you very much and looking forward to helping you in the private messages. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

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Again

Expert

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31.9K Messages

@user_7155c9

Please do not send unsolicited peer-to-peer chats as it is against the Forum Guidelines and the Acceptable Use Policy.  In the future please post about your issue by making a new thread and then wait until an Official Employee posts inviting you to send a PM to them.

@ComcastPeterH 

Thanks

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

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GNBC11435

Visitor

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1 Message

4 years ago

Good day team, I also have the same issue with removing an email address/user. It is not a primary account and we no longer have use of the email address/username. I click remove and I also am told to refresh the page, for it to still be there. Please help!

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XfinityJorge

Official Employee

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2.3K Messages

Hello @GNBC11435 thanks for reaching out to us via our Forums page. I see you're having issues with removing a log in and I am happy to help. To get started please select the "peer to peer chat" icon (upper right corner of this page), click the "new message" icon, type/select "Xfinity Support", and then type/send your name with your address.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

user_658f56

Visitor

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1 Message

I'm having this same issue

4 years ago

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CCJodie

Problem Solver

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1.3K Messages

@user_658f56 Hello! We can help. Please send us a private message by selecting the chat icon in the top right-hand corner. Then search Xfinity Support. 

I no longer work for Comcast.

4 years ago

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alisonjb0916

Visitor

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3 Messages

4 years ago

I am having the same issue and it is with an account for a family member that has clearly been taken over by a hacker. There is now an unrecognized email set as the preferred email for this family member. I need to be able to remove this user immediately.

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CCValerie

Official Employee

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974 Messages

Hi there, @alisonjbaldwin, thank you for taking the time to comment on this post and let us know your experience. I understand how frustrating it must feel to have an unrecognized email added to your account! Please rest assured, you have reached the right team for assistance! Due to the timeframe in which this post was created, I would like to advise if you can create a new post detailing your issue and we can begin assisting! 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

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EG

Expert

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111.5K Messages

4 years ago

Year old dead thread now being clodsed......

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