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unable to access account details

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unable to access account details

Trying to the iPhone xfinity My Account app, provokes this message:

"You are logged in but we are unable

  to access your account details

  Would you like to try again?"

 

.. but trying again does not help.

Similarly, logging into my.infinity.com on a PC (Windows or Mac) using Chrome, Safari, Internet Explorer, or Edge,

I can access "MY XFINITY" or "SUPPORT", but "MY ACCOUT" always hangs loading

and "SHOP/UPGRADE"  displays:

"                    We're sorry,

it looks like you'll need some help completeing

                     your order,"

and "< Back to My Plan" gets the same response.

Since I did not really want to order anything, I did not try that 1-877-680-7173 number.

I did try a chat session last night, and the rep was going to reset my account and work my problem as highest priorty

but I would need to wait an hour, so went to bed.

 

Similarly, a few days prior, an area outage while attempting to download an update to that iPhone app

required calling 1-800-XFINITY to confirm the outage status (since TV was also down)

and report "MY ACCOUNT" problems, and while the outage was resolved at the predicted time,

"MY ACCOUNT" has not worked since.

 

I recently replaced a no-longer-supported ARRIS SB6121 with a suggested Motorola MB8600,

which bonds 585-723 MHz, which I understand corresponds to cable TV channels 84-112,

but 89, 98-106, 108-112 are still used for TV in the Charleston SC area..??

Official Employee

Re: unable to access account details

Hi blekenbleu,

 

I can help look into this for you. I'd like to verify some information on the back end but will need you to verify your account first. Please send me a private message by clicking on my name, "ComcastChe" then click private message me. In the body of this message please verify the first and last name of the account holder, and the street address or the account number and first and last name of the account holder with your services and we can go from there.


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