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user_8944b5
1st Topic

Visitor

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3 Messages

Wednesday, March 8th, 2023 10:12 AM

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Can't Access Billing: Restricted Section

When I try to access my bill for the month I get a message saying that the page is restricted and a link back to my account. Here's what I've tried:

  • Accessing the billing page through the website
  • Accessing the billing page through the app
  • Restarting my modem (someone said that might fix the issue on here)
  • Checking my account for linked accounts that might be causing this (there appears to be two accounts, but when I try to edit the linked accounts I run into the same issue as billing)

Question

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Updated 

2 years ago

5.5K

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XfinityDena

Official Employee

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2.8K Messages

2 years ago

Have you tried to search for a primary username? It sounds like you may be logging into a secondary username or a username without the correct permissions. This happened to me when I moved and accidentally set up a new username that became the primary username at my new home. You visit the link: xfinity.com/username to locate your username. Once you have your username, you can go to xfinity.com/password to update your password if needed.

5

user_8944b5

Visitor

 • 

3 Messages

@XfinityDena​ Updated my password, now it's telling me Access Denied in bare html. 

2 years ago

0

CCAshley1

Official Employee

 • 

746 Messages

Was the user name you search the same username you were originally using?

I no longer work for Comcast.

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

2 years ago

0

user_8944b5

Visitor

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3 Messages

@XfinityAshley​ No, but I tried logging in with the username displayed by the username tool and encountered the same issue. 

2 years ago

0

XfinityDena

Official Employee

 • 

2.8K Messages

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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

2 years ago

0

XfinityDena

Official Employee

 • 

2.8K Messages

Thank you again for sending me a message. I am glad we were able to troubleshoot and after using incognito mode (https://www.xfinity.com/support/articles/private-browsing) and clearing your cookies and cache we were able to get you logged into your account. It was great working with you! 

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

2 years ago

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