@real_kwhans @kwhans What you can do is go into My Account Web and add a new user (https://customer.xfinity.com/users/add-user) and send an invite to your email tied to that identity. Once you accept, it'll create a secondary on your account with the prior identity which includes the email. You can remove the email then remove the secondary, and you should be able to add it to your primary user. We've got a solution on the product roadmap to more easily pull those outdated contact points without the invite process coming in Q4, thanks for your patience! If you still need help after trying that, feel free to PM me.
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