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Cannot access account to pay bill!

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Contributor

Cannot access account to pay bill!

I've tried on my laptop as well as the app on my phone and cannot access my account to pay my bill. On the app it says "You are logged in but we are unable to access your account details. Would you like to try again?" and on the website using my laptop, it allows me to sign in and access my email, but does not allow me access to pay the bill. It just shows a loading icon that will eventually time out. Is the site down for some reason?!

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Contributor

Re: Cannot access account to pay bill!

FINALLY an acknowledgement that this is a bigger issue than "just me" - this is from an employee who posted on this thread: http://forums.xfinity.com/t5/My-Account-Sign-In-Xfinity-Website/Can-t-log-in-both-laptop-and-My-Acco...

 

"Thanks for your feedback. After you informed me that you had a ticket with the advanced techs for this, I checked for any known issues and was able to confirm this is now a national issue. I would like to link your current ticket with this investigation if it has not be done already to ensure you are included when a fix is rolled out." 

 

Cross posting 


All Replies
New Poster

Re: Cannot access account to pay bill!

Im having the same issue except it tells me error- "Reference #30.f33c517.1530293030.11f6945d"

Regular Visitor

Re: Cannot access account to pay bill!

I am experiencing the same issues not being able to access my Comcast account from my PC, nor via the Comcast apps on my iPad and iPhone. Comcast should post some sort of notification for its customers re the problem.
Contributor

Re: Cannot access account to pay bill!

I'm currently on twitter with someone looking into it from Comcast. They are having a hard time figuring it out. I'm also now getting the same error message of "An error occurred while processing your request. Reference #30.b64f2f17.1530294516.219166a"

 

Definitely got to be a site wide issue going on. 

New Poster

Re: Cannot access account to pay bill!

I am having the same issue this morning. Cannot sign in to pay my bill.

Contributor

Re: Cannot access account to pay bill!

Just did a twitter search and it's out everywhere... hacked? Virus? Will late bill payments be forgiven? Hmm... 

Contributor

Re: Cannot access account to pay bill!

Still having the same issue this morning... can't access account to pay my bill. I can access my email through comcast (which I don't really use) and our internet is working. It's weird that the only issue is accessing my account information. 

Valued Contributor

Re: Cannot access account to pay bill!

Same issue here.  I need to see my bill, and I need to pay it, cannot get the page to load.  It's just doing its round hourglass thing, it won't load the account page.  I tried all day.  This needs fixing.

Contributor

Re: Cannot access account to pay bill!

I've been DM'ing back and forth with @comcastcares on Twitter since last night (3 different reps since yesterday afternoon)... the last person I was messaging with put in a ticket for me with the Advanced Support Team who is supposed to be looking into it. They are supposed to get back to me at some point "between the hours of 8 am and 9 pm". It's weird that this is not an isolated issue and part of the reason I think they may have been hacked. 

Contributor

Re: Cannot access account to pay bill!

Yeah, so now they are saying "A specialist should be reaching out to you within the next 72 hours" and that they will follow up with me on Monday. Oh and this is an @comcastcares rep #4 on twitter DM. 

Contributor

Re: Cannot access account to pay bill!

So just got off the phone with someone from the Advanced Support Team and she put in ticket with their engineers after trying a bunch of different things to get access to my account. I sent her an email with links to a reddit thread and the threads on here to let them know that this is NOT isolated to just me... especially since she said that she did not see any other tickets about this particular issue. Someone is from the Advanced Support Team is supposed to get back to by the 7th.

Valued Contributor

Re: Cannot access account to pay bill!

It's still not working for me.  And I have a support ticket.  I still need a hard copy of my bill, still can't get one.  They really need to find out what's wrong with this. 

Contributor

Re: Cannot access account to pay bill!

I'm really hoping that they look at the links to all of the threads I found (and there are a few more that I did not link in the email). Since they told me that they will be in contact by Saturday, my bill is due on Sunday, so I guess I will be calling to pay my bill over the phone by Friday if not resolved. That's crazy that you still can't get a hard copy of your bill. Once this is resolved, I'm planning on getting a paper bill sent every month. 

Valued Contributor

Re: Cannot access account to pay bill!

It's really frustrating.  And not having a copy of the bill could hold up my recertification.  I might be able to send them an email of the bill amount, I have that, and I could maybe try taking a pic of my bill details off the tv, but I really need a copy of the bill.  They always try to push us to be paperless, then when you need it, you can't get it. 

Contributor

Re: Cannot access account to pay bill!

Exactly! Well, will keep you posted on whether it's resolved or not. I hope they accept your screenshot of the bill! 

Contributor

Re: Cannot access account to pay bill!

Still the same thing here.  I'm assuming everyone is also getting the same error message in the Xfinity My Account app for cell phones.  Mine says "You are logged in but we are unable to access your account details.  Would you like to try again?"

 

There is a Comcast support rep sending me direct messages on these forums but we don't seem to be getting anywhere.

Contributor

Re: Cannot access account to pay bill!

Yep, getting that exact error when I try to use the app. 

Valued Contributor

Re: Cannot access account to pay bill!

Yes, same error on my cellphone, and on the pc, it just says it's having trouble loading my account info. I hope they fix this soon.
New Poster

Re: Cannot access account to pay bill!

Just to add another person to the list, I am still unable to access. This began to happen almost simultaneously with the large nationwide outage last week. 

Contributor

Re: Cannot access account to pay bill!

I think that makes well over 20 documented people now that have the same issue. Those of us that are posting about it have to represent a fraction of the people who have the exact same problem, including those who don't realize they have this issue yet because they haven't tried to access their accounts. The day of the outage was when I first try to access my account (didn't know there was an outage at the time going on when I first tried to pay my bill). 

Contributor

Re: Cannot access account to pay bill!

FINALLY an acknowledgement that this is a bigger issue than "just me" - this is from an employee who posted on this thread: http://forums.xfinity.com/t5/My-Account-Sign-In-Xfinity-Website/Can-t-log-in-both-laptop-and-My-Acco...

 

"Thanks for your feedback. After you informed me that you had a ticket with the advanced techs for this, I checked for any known issues and was able to confirm this is now a national issue. I would like to link your current ticket with this investigation if it has not be done already to ensure you are included when a fix is rolled out." 

 

Cross posting 

Official Employee

Re: Cannot access account to pay bill!

Hello All, 

 

This issue should now be resolved. Can you please confirm whether or not there have been any changes on your end? 

New Poster

Re: Cannot access account to pay bill!

This issue persists and has not been resolved
Official Employee

Re: Cannot access account to pay bill!

@b123456789

 

I can investigate this further. Please send me a private message with your first and last name and the phone number associated with your services. To send a private message click on my name "ComcastChe", then click private message me.