KG25's profile

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1 Message

Fri, Sep 11, 2020 10:00 AM

Removing User Error

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. 

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Again

Expert

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25.8K Messages

9 m ago


@KG25 wrote:

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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New Poster

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1 Message

6 m ago

I am having the same issue. I have an old account that I have since transferred to a new address with a new account number. I'm trying to unlink the old account (removing the users from the account first) but got the same errors since it is an "old account". Any suggestions on how to resolve this?

 

Thanks,

Steven

Official Employee

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839 Messages

5 m ago

hi @Steven16 can you PM me and I'll take a look? Click on my name and message me.

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Visitor

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1 Message

24 d ago

I am also having this issue.  I am no longer a comcast customer (moved out of the area).  I have a user account I'd like to remove (not the primary), as the e-mail account is getting nothing but spam, but I get the same "something went wrong" error as well.  Tried with both firefox and chrome multiple times and no success. 

I know you can't add a user after you are no longer a customer, but it doesn't say anything about not being able to remove users.  Any suggestions?

ComcastAbbie

Official Employee

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314 Messages

Hello and thank you for taking the time to reach out. I would like to look into this for you to see how I can help. 

 

Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address where you had services and I'll be happy to help. 

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Visitor

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1 Message

14 d ago

Same problem here. I have stopped my Internet Service in my old apartment, where I was a Manager and he was a primary user. Now the account is inactive and he can not remove me from his account. I can not open a new account for my new apartment.

Official Employee

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229 Messages

Hello, @user_f8ec78. Thank you for reaching out about your Xfinity ID. We have a linking process where you should be able to link the Xfinity ID that you used at your old apartment to your new account. Once you get them linked it would make your Xfinity ID the Primary one on your new account (no changes at the old apartment). You would then be able to remove your old apartment from the accounts associated with your Xfinity ID. This link shows how to link, unlink, and switch between accounts, https://comca.st/3uJ5Vf6. Please let me know if that does the trick or if you need additional help. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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2 Messages

14 d ago

Same problem here. Already sent a private message - thank you in advance for your attention.

Official Employee

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104 Messages

Your message has been received and we have responded to you. Thank you very much and looking forward to helping you in the private messages. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Again

Expert

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25.8K Messages

@user_7155c9

Please do not send unsolicited peer-to-peer chats as it is against the Forum Guidelines and the Acceptable Use Policy.  In the future please post about your issue by making a new thread and then wait until an Official Employee posts inviting you to send a PM to them.

@ComcastPeterH 

Thanks

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Was your question answered? Mark the post as Best Answer!tick

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