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user_y25t4v
1st Topic

2 Messages

Monday, June 10th, 2024 2:32 PM

Comcast email address

My wife has had a Comcast email address for many years. when we opened our latest account, her email was used as the primary account. I changed the primary to my address. When I did that, my wife's address was deleted. Is there any way to restore her email?

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5 months ago

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XfinityFrank

Official Employee

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1K Messages

6 months ago

Hi there, @user_y25t4v! Thanks for reaching out here on the Community Forum! If you changed the primary XFINITY ID to an account, the original ID should normally be demoted to a secondary, not deleted. Can you confirm the process you followed is the one located here : https://www.xfinity.com/support/articles/primary-and-secondary-accounts and also confirm how many IDs the account currently has by logging in to the primary? Thanks!

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user_y25t4v

2 Messages

I did not follow this process. I went into the app and changed the account email to mine. Since that time, my wife's email has been gone.

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6 months ago

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XfinityFrank

Official Employee

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1K Messages

Got it, @user_y25t4v! Thanks for confirming! Let's see if we can take a closer look at the situation and figure out what can be done. Please send a direct message to us by clicking the 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 full name and complete street address as well as the email address in question. Thanks! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 months ago

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user_ncwp5x

2 Messages

@XfinityFrank​ I don't see a chat icon in the upper right corner of the page. My Xfinity account email is [Edited: "Personal Information"]. The email address I am having a problem with is [Edited: "Personal Information"]

XfinityFrank
+14 more

Official Employee

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724 Messages

Got it, @user_y25t4v! Thanks for confirming! Let's see if we can take a closer look at the situation and figure out what can be done. Please send a direct message to us by clicking the 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 full name and complete street address as well as the email address in question. Thanks! 

(edited)

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5 months ago

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user_ncwp5x

2 Messages

@user_ncwp5x​ oh yeah, it took 7 days for me to get a notification on your reply.

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5 months ago

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XfinityAirelle

Official Employee

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2.1K Messages

 

user_ncwp5x 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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5 months ago

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