Unable to Change Username

[loganl]

I legally changed my first name. I want to update my username (Xfinity ID? the one with the comcast.net email extension) to reflect this, but I'm unable to. Keep getting the error "unknown provisioning service error." I tried using the help options on the website but it just keeps telling me what my Xfinity ID is and asking if I want to update my password, not how to change it. Not only that, but I thought I updated my first name in account settings, but when I look at the "account owner" it still lists my old name.

I found this in the FAQ but it doesn't actually tell you how to go about changing the name. Am I supposed to call someone? WHO? https://www.xfinity.com/support/articles/name-change-faqs

[Again]

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@loganl wrote:

I legally changed my first name. I want to update my username (Xfinity ID? the one with the comcast.net email extension) to reflect this, but I'm unable to. Keep getting the error "unknown provisioning service error." I tried using the help options on the website but it just keeps telling me what my Xfinity ID is and asking if I want to update my password, not how to change it. Not only that, but I thought I updated my first name in account settings, but when I look at the "account owner" it still lists my old name.

I found this in the FAQ but it doesn't actually tell you how to go about changing the name. Am I supposed to call someone? WHO? https://www.xfinity.com/support/articles/name-change-faqs

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If you change the part before @comcast.net you won't have access to your email at your account.  For email purposes it might be wise to create a new userID/email address using your new name, or whatever you'd like, and then forwarding your email from your old email to your new.  After informing anyone you need to about your new email address, can remove the old email address and designate your new one as the primary email address.

To create a new user ID [email address], log in to https://customer.xfinity.com/#/users, then scroll down and click on "Add a New User" and follow the directions.

[ComcastJonathan]

Hey, @loganl thanks for flagging this, I'm checking with our middleware tech teams. and we'll look into it and get back to you, thanks for your patience. 

[ComcastJonathan]

Hi @loganl  , it appears a fix was put in place yesterday 5/21 in the AM to allows you to change your username, however  @Again brings up a good point in that by changing your username you do change your email and senders will get bouncebacks. There are opportunities to improve that page and provide clearer messaging - that's being explored. 

Here's my recommendation coveing the full gamut of both your digital and billing account name experience, if you don't mind losing your existing email you can simply do the username change. 

Note: Your Xfinity ID is your personal email, mobile, or username, the former two that are on your account can also be used to sign in. This is all assuming you are the user with a Primary role on the account making these changes.

Goal 1: Create a new user in your account with the new first name

Go to https://customer.xfinity.com/users/ and click "Add a new user"

Select "Viewer" then click Continue.

Fill in the fields. If you get "A user with this first and last name has already been added to your account. Please enter a different name or try a nickname." it's probably because you already made the name change on your current user. You can add a "1" to the end of the first name for now and make the changes after this process. 

Goal 2: Move existing email content from old email to new email

https://www.xfinity.com/support/articles/about-easychange

Goal 3: Forward new emails from the old email to your new one

https://www.xfinity.com/support/articles/xconn-auto-forward

Goal 4: Move any contact points over
Remove or put placeholder (e.g. 888-888-8888) phone numbers and personal email (e.g. placeholder12345@gmail.com) under the user that you want to remove so they can be used on your new user.

Goal 5: Transfer administrative rights to the newly created user.

If you're currently the Primary we want to make the newly created user (currently a "Viewer" role - the lowest possible) to be the highest. https://www.xfinity.com/support/articles/account-ownership-change.

Once you do that, your new comcast.net email is the primary, so when you call in for support we can help you. This also means you'll have online administrative access to Xfinity Mobile if you have sevices with us. 

Goal 6: Ensure name change reflects in the billing system / "account holder" for who is financially responsible. If you have Xfinity Mobile, this takes care of that side too if you chat call or visit us. 

Legal Name Change in the billing system (for your new name to show up on the bill) requires a copy of court order granting your name, filling out this form https://secure.xfinity.com/anon.comcastonline2/support/help/faqs/account/AccountChangeRequestForm_4-...

and going into a Xfinity Retail store (check to see if it's open via xfinity.com/prepare). 

Here's an example:

I'm currently Jon and I want to be Jan (could be a name that's completely different in most cases). My Comcast.net email is <Email 1> and I want it to be <Email 2> 

I would use My Account to create a new user at the "Viewer" role, with Jan first name and ID last name, and my username would be Jan_ID. Next, I'd want to inform everyone about my new email so they aren't using the old one, then forward emails from <Email 1> to <Email 2>. I'd use the Xfinity Import function to transfer information from my old email account to my new email account. I'd change the contact points, then transfer admin rights and promote Jan_ID from Viewer to Primary. I'd sign in with the new username and ensure my contact points are added to this new account, then lastly I'd then fill out the form above and go in to an Xfinity Retail store with my court order name change and an Xfinity employee can make the change. 

Kludgy, but let me know if this is the path you'd like to go down, happy to answer any questions.