Hey there @aundreahigh , we're investigating. Feel free to message me with any other details.
To send a private message, please click my name "ComcastJonathan" then select "Send a Message" on the right side.
Just to close the loop for any forum viewers, we found the gmail was associated with a prior disconnected account, preventing sign-in if that emai. The current account had the customer's mobile and username (all valid sign-in and part of her Xfinity IDs). What we did is we moved the old identity to Aundrea's current identity so she could as the Primary, manage that email contact point that is associated to the secondary user that was moved.
From a root cause analysis perspective we're hoping the new customer sign-up linkage flows prevent this from happening.