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user_bsw3ll
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Monday, February 5th, 2024 4:53 PM

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I cannot change my autopay banking account plus other alarming issues

I have recently changed banks and therefore, I require changing the banking account that I used for autopay. To my utter shock and dismay, I cannot access my bill settings - it is displaying "Currently unavailable" and "The information is unavailable at the moment, or it didn't load as expected". When I went to look at my account details, I saw "This account is no longer active. Users cannot be added" on the page. I am very confused and concerned as I don't know why this is happening.

I called the customer service phone number on Friday but the automated service refused to let me talk to a customer representative. I hope that someone here can help me because I am concerned that I will lose my services; I don't want that to happen.

Thank you for your help in advance.

Question

 • 

Updated 

1 year ago

196

2

0

XfinityChristy

Official Employee

 • 

1.9K Messages

1 year ago

@user_bsw3ll Thank you for reaching out via our Xfinity Forums. I would be a bit concerned in this situation too and would be happy to take a look at what is happening. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

0

0

user_57l4p8

3 Messages

1 year ago

I have the same issue. How is it possible that an ISP does not have a working website to manage your accout?

4

0

XfinityMarcos

Official Employee

 • 

2.3K Messages

Hello user_57l4p8, thank you for coming to our Forum for support with updating your account. I love that the Xfintiy website and app give our customers so much versatility and control over their accounts, so I can see why this would be frustrating to run into. Are you able to test if you have the same access issues on multiple devices and browsers? Can you please also try clearing your cache/cookies and let me know if that resolves the issue? 

 

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

1 year ago

0

user_57l4p8

3 Messages

Clearing cookies and browsing data did not immediately solve the issue. However when I came back to the website the following day I was able to successfully update my autopay info.

1 year ago

0

XfinityKrista

Official Employee

 • 

1.5K Messages

 

user_57l4p8, I'm happy to hear it's working for you now. Is there anything else I can help with today? 

 

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

1 year ago

0

user_57l4p8

3 Messages

I've tried using the website again out of curiosity, and again it is broken (Edit autopay, manage payment methods not working). However I have discovered a workaround (for anyone else struggling with this):

1. Click whatever you want to access.

2. Wait for site to give you the error message ("Sorry, this isn't working right now")

3. Leave your computer and let the site log you out automatically.

4. Log in again. You will be taken to whatever you tried accessing earlier.

1 year ago

0

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