Community Forum

Unlinking accounts

kjhasp
Regular Visitor

Unlinking accounts

I have 2 active accounts that I linked when I set up the second account. One is for our primary residence and the other is for a second residence. We pay for both. Linking the accounts has only caused issues with trying to check on service on 1 vs. the other.  In addition, when I try to stream on a new tablet, even though I am using my primary residence internet, the app thinks I am at my second residence and will only allow me to view to-go channels.   I would like to unlink the accounts and just have 2 different accounts but the unlinking option makes it unclear how to go about doing this. Customer support has never been able to answer why we can't just cleanly toggle between the 2 accounts.

ComcastJonathan
Official Employee

Re: Unlinking accounts

If you're on the Stream app and having issues with your linked accounts, you can sign out and sign back in, and it will prompt you with which account you want to be signed into. 

 

Let me know what information isn't available here:

https://www.xfinity.com/support/articles/switching-between-multiple-accounts


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Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
kjhasp
Regular Visitor

Re: Unlinking accounts

When I sign out of the stream app on my device via settings it takes me to a screen that says "get started". I click that and I get to a screen that has my email address and says I am already signed in.  It does not let me change anything here. If I continue then I am still getting the channel line-up for my other home.  It doesn't allow me to connect to the household and account where my device is even though I am connected to that wifi.  I tried making my primary household the primary linked account and I lost the ability to use the xfinity home app to check on the system at my secondary residence so I had to change it back.  What I would like to do is create 2 separate accounts. The linkage has been an issue since we started the second account.  It is not just with the streaming. We can't make changes, etc. to the accounts without getting a message that we have to contact someone.  Customer support has never been able to figure it out and even the technicians that come to the house struggle with it.  I am afraid to unlink the accounts and lose the services at one account or another.

ComcastJonathan
Official Employee

Re: Unlinking accounts

@kjhasp 
Try signing out of all of your apps, and clearing your mobile browser's cache (the one defaulted which is being used to sign into the app), then trying Stream, you should get the prompt. 

 

If you do want to unlink, you won't lose service when you unlink. What you could do is create a secondary viewer here https://customer.xfinity.com/users/add-user, promote it to a primary, and delete the original primary/secondary. You can only have one email/mobile phone number tied to each account, so if you have a spare email (e.g. another gmail or another yahoo/live/outlook/etc) add it to the viewer that you just created so you have a password recovery option. 

 

If you need help walking through this DM me when I'm back on tomorrow and we can take a look

 

 


I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
kjhasp
Regular Visitor

Re: Unlinking accounts

I do not get the prompt. I have tried clearing the storage and then cache with this app. I have even tried uninstalling it.  I then install it and it gives me the same message that I am already signed in with my email address.

 

And if I the continue, it takes me to the channel line-up for my other account and not the account in the address with the wifi I am connected to.

 

It continues to default to our "primary" account which has to be our second home because if we make our primary home the primary account we lose access to Xfinity Home.

 

I can call you but i am not sure how to contact you.

 

 

 

ComcastJonathan
Official Employee

Re: Unlinking accounts

We don’t take calls (for anyone reading that please be advised, this is a forum, if you need phone support, you need to call in) private message me by clicking on my name and clicking send message.

I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"