cant access account, cant view bill, cant pay bill, still says account being set up

[ncoppage88]

I got a paper bill in the mail for my account but I still can't even access my account info, it tells me I am a secondary user despite being the only person on account. Can't view the bill because it doesn't load or gives an error, can't pay the bill cus I can't see it. Can't call anyone because for some unknown reason this company decided to automate everything but NONE OF IT WORKS RIGHT and it takes HOURS to talk to a single human being. Can't even use the "chat with xfinity assistant" option because it doesn't give useful help, only generic categories and offers no real help. 

[Again]

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@ncoppage88 wrote:

I got a paper bill in the mail for my account but I still can't even access my account info, it tells me I am a secondary user despite being the only person on account. Can't view the bill because it doesn't load or gives an error, can't pay the bill cus I can't see it. Can't call anyone because for some unknown reason this company decided to automate everything but NONE OF IT WORKS RIGHT and it takes HOURS to talk to a single human being. Can't even use the "chat with xfinity assistant" option because it doesn't give useful help, only generic categories and offers no real help. 

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To find your Primary ID go here and follow the instructions.

[ComcastJonathan]

Well glad you made it to this support channel, I’ll private message you and will need some information to help you.

[Secondary_user]

I am having the exact same issue. Please help. Would just like to use account, pay bill, and set up auto pay.

[ComcastJonathan]

PM'ed - everyone - please check your forum inbox for my message. 

[Longtimer54]

Been working on this same issue for 7 weeks. Promised callbacks from a tech unit CSA level 2 but those calls are NEVER made to us. Those have been repeatedly promised weekly for 7 weeks!!!!  We have an active case number if anyone at Comcast Xfinity actually cares enough to find out. Absolutely the WORST designed system for customers to get problems resolved. 

[ComcastJonathan]

Hi all, we were able to resolve Longtimer's issue. Their account only had a user with a Member role on it, which was peculiar. We are investigating the root cause, but have authenticated the customer and elevated their role to a Primary.

Cheers

Jonathan

[Longtimer54]

Thanks big time to Jonathan at Comcast. He contacted me same day and got the issues fixed. He is a true professional and very good at customer service. Yay!!!

[BrianB644]

I have this exact same issue!! ... Its almost been a year ... the chatbot always loops me back to a page where I'm supposed to wait for an agent but I've waited 10s of hour with no connection.

[rq21]

@ComcastJonathan I've been having this same issue for over a month. I've tried to reach an agent, but it looks like this is the only way to get it resolved. Can you please assist?

[Weston3]

@ComcastJonathan please help same issue... SO GLAD I found this

[ComcastJonathan]

Hi, everyone has been PMed, please check your inbox (the mail icon on the forums next to your avatar photo). It appears we don't seem to be getting that many replies when we message folks, so please continue to @ our names and follow up!

[aturntturnip]

i am having this same issue, please help!!

[ComcastJonathan]

Hi @aturntturnip, I looked up the account you're signed in with, and it seems to be the wrong identity, can you start with www.xfinity.com/id  to look up your Xfinity ID? If that doesn't work, feel free to private message me and we can review.

For everyone else, please start here with this article then post your own unique post. We are locking this thread.