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user_yca4yw
1st Topic

Visitor

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2 Messages

09/24/2026 5:57 PM

Autopay Discount Failure Leading to Total Website and App Shutdown

I am a new xfinity customer, and following the creation of my plan and reaching the final page of checkout, I noticed my $10/month autopay discount was removed. Using the edit plan button in the submenu in the corner of my screen, it took me to a page that reads "Sorry about that! We had a problem with our site." and a try again button that simply refreshes the page to the same error screen (I would add an image but that refreshes THIS page and restarts my progress on this post. Very frustrating!). Most pages on the website are inoperable and the xfinity app is inaccessible despite my account successfully logging on. I am looking for a way to finalize this plan (with the autopay discount) as soon as possible and be done with this process. Please advise.

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Updated 

5 hours ago

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EG

Expert

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121.5K Messages

6 hours ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityThomasA

Official Employee

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3.9K Messages

5 hours ago

 

user_yca4yw - Thank you for choosing Xfinity and joining us here on the Forums. I understand you’re having trouble placing your order online, and I appreciate the opportunity to help. Have you had a chance to clear your browser’s cache and cookies and try again, or attempt the order from a different device? If the issue continues, our team would be happy to assist you with placing the order directly.

Please send us a Direct Message.
On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.


In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

How to: Direct messaging within the forum

 

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user_yca4yw

Visitor

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2 Messages

@XfinityThomasA​ Hey, Thomas!

Thank you for the message. I greatly appreciate the rapid response between you and EG. I have cleared the cache and cookies on the device. This has resulted in a new screen when attempting to log in to my xfinity account that reads (in basic HTML, I suppose I have found a deeper layer of error now), "

Access Denied

You don't have permission to access "http://www.xfinity.com/sitecore/api/learn/neptune/customer/existing/postauth?" on this server.

Reference #18.334adc17.1790276498.20242ce

https://errors.edgesuite.net/#######

"

I will be reaching out in a direct message, but I wanted to thank you for the help so far. I hope you have a pleasant day, Thomas.

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5 hours ago

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XfinityThomasA

Official Employee

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3.9K Messages

 

user_yca4yw -Thank you for giving that a try and for sharing the error message you're seeing. We appreciate your efforts in troubleshooting. Our team would be happy to assist with placing your order and getting things moving in the right direction. We'll be watching for your DM and look forward to continuing the conversation there!
 

 

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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.
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5 hours ago

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