I am trying to remove a user from my old account that I had in college. He is unable to make an account because he is linked to this old one. I am the primary user but everytime I try and remove him it says "Looks like something went wrong" then prompts me to reload the page.
Is this "old account" that you had in college still in service or was it cancelled, or did you transfer it to a new address? If you transferred the account, you have a new account number and you're probably logging in to your old account. Make sure you're logging into the correct account and look up the primary user id.
To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.
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