There are two scenarios where this typically occurs.
Scenario 1: Using a username from an account that is subscribed to TV service, but linked to manage a second account. The username which is linked to another account cannot be used to stream. A secondary username will need to be created to stream TV, or the link on that primary username to manage the additional account must be removed by an Comcast Advanced Repair agent.
Scenario 2: Using a username from an account that does not subscribe to TV service but is linked to manage an account that has TV service. In this case, you would be unable to use the TV service from the first account despite being able to manage other aspects the account with this username. To stream TV service, a username would have to be created on the account that is subscribed to TV service.
If you were say, using a username that was created from your vacation home account to try to stream services from your annual homes account, no linking will make that work - you'd need to use a username from the annual home account to watch TV.
It's surprising to hear it works on your phone, both because it is expected that regardless of where you try to stream, it will fail due to being linked to another account. It is also surprising because you are using the website - mobile phones generally fail to load the streaming site and instead direct you to use the application.
If neither of these scenarios ring a bell, please reach out to Comcast to investigate.
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Do you have your username linked to manage more than one account? This error often comes up when a username is linked to multiple accounts. Unfortunately, if that is the case, linked usernames cannot be used for streaming due to back end limitations, and a second username will need to be set up for streaming or the ability to manage two (or more) accounts with one username will need to be removed.
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