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account primary user

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New Poster

account primary user

I decided to log into my xfinity mobile account only to be confronted by a screen telling me that only the primary account holder can log into the account and to re verify my credentials if I am the primary account hold but there is no way to re verify my credentials. So I called them...after 25 minuets of trying to navigate the automated response robot I finally got it to dial a number and that number rang no less than 50 times before I hung up. I then called Xfinity and after a round robin session of 15 or 20 minuets of saying agent and the computer sending me texts I finally got a live person who along with me found it very odd that I can log into my Xfinity account with 3 different log in ID's but was unable to help with the mobile because she was residential so she transferred me to the mobile division. After a 20 minute hold I was greeted by a gentleman who could barely speak English and who then proceeded to (I think he said) submit a ticket and then proceeded to transfer me to another department whom I have been on hold for 2 hours and 17 minuets and I am still on hold as I write this. Now all I want to do is log into my account and I am not sure what good a ticket will do if I cannot do that. How am I supposed to fix this with no existant customer service?

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Official Employee

Re: account primary user

Hi @Pageslinger , based on your account notes it appears the issue was resolved, let me know if it's not and we'll help. 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: account primary user

Hi, I have the same problem. I have the mobile account linked somehow to my Internet account, but I canoot access the mobile payment options, it says I am not the primary holder, but I am. Can you please assist?

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Official Employee

Re: account primary user

@agc490 and everyone else, please post your own unique post per forum guidelines, as your issue may be different from both a symptom and root cause than the original poster's.

 

Always start in www.xfinity.com/id to ensure you're using the right sign-in credentials to access your account.


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!