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4 Messages

Saturday, October 26th, 2024 5:24 PM

Online Billing page will not let me pay

I have paid online for years and years, but this month it will not let me pay. It says "nocontact-error" but my phone number and email are already linked. What did you do to the payment system ? I have tried 6 days in a row. 

Official Employee

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1.4K Messages

27 days ago

 

user_dq5fj9, Thank you for being a longtime Xfinity customer. I am sorry to hear you are having trouble paying your bill. Let's see what is going on. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• 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

 

New Poster

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4 Messages

27 days ago

Same here, hasn't worked for days. Completely unreliable. 

Official Employee

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636 Messages

@H0FD0G Hello and good evening. Thanks for adding to the thread. We appreciate it, and are happy you thought of us to assist. We have the best tools, just like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. It is my favorite as I can check the service health, and also reboot the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. What happens when you try to pay your bill? 

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1 Message

26 days ago

Same here.  This is beyond frustrating and I fully understand why so many people are ditching Xfinity.  I am looking into other services available to my area and can't wait to ditch this company who has ABSOLUTELY NO CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!!

Official Employee

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1.7K Messages

Greetings, @user_uy4ley! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having the same issues with your account, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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.
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4 Messages

@user_uy4ley​  I'm still in limbo 10 days even after contacting via direct chat it wants me to use the AI assistant which can not fix the problem. I figured they would have tech support work on this behind the scenes over the weekend... 

Visitor

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1 Message

25 days ago

Same here, been trying this weekend - online billing is plain busted

Official Employee

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1.2K Messages

Hi icicles! I'm sorry to read the trouble you have been experiencing with Xfinity online payments and billing. Thank you for sharing your experience with us on our Xfinity Forums! I would love to help out in any way I can. Are you seeing the same nocontact error as the original poster? 

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.
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1 Message

22 days ago

After logging in and going to the payment page to select payment method, Xfinity asks to select getting a code by text or email to proceed. I can get the code by either method, but after entering it, the screen goes back to requesting a code. Been happening for the last couple of days. I will try again later, but if it isn't fixed by the time the bill is due, I will probably just drop Xfinity. Not worth my hassle to deal with it, and I'm not going to waste any more time jumping through hoops to try to give Xfinity my money.

Official Employee

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1.3K Messages

Hello, @user_8pbm4r! Thank you for taking the time to post a comment with your shared concerns. I'm sorry to hear about the trouble you've been having, and I would love to help however I can! Our team is the best at reviewing and resolving concerns as quickly as possible, so you've definitely come to the right place :) May I ask what, if any, troubleshooting you've attempted so far (i.e. clearing your web browser's cache and cookies, trying a different web browser, using incognito mode, etc.)? We value your time and loyalty. I want to make sure we get this addressed in any way possible! Also, I am not seeing reports of a known issue, so I'm very glad you've reached out to let us know about the problem you're running into while trying to make a payment. The more details we receive from customers like you, the more likely we'll be able to locate and fix whatever's causing it!

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 Messages

@XfinitySara​ The same thing is happening to me. The page payments.xfinity.com/new/card redirects to a 2-factor login page (sms or email). I request sms and then input the code which then redirects back to payments.xfinity.com/new/card which again redirects back to the 2-factor login page infinitely.    

Official Employee

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2.5K Messages

@user_w25n0c I am sorry that is happening to you. Have you tried to use incognito mode? https://www.xfinity.com/support/articles/private-browsing

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 Messages

@user_w25n0c​ As an update, I was able to pay by logging in using an incognito window (I previously tried simply logging out and logging back in with a non-incognito window, but that didn't work).

Also, not sure if it has anything to do with things, but when I logged in via the incognito window I didn't bother to checkmark the "keep me logged in" nor the "don't ask again on this device" for the 2-factor auth check.

So I suspect the issue has something to do with a cookie change that Comcast made which is causing the issue.

Official Employee

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2.5K Messages

@user_w25n0c Thank you for that update. I am happy you were able to get logged in and make a payment. 

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.
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1 Message

22 days ago

I am having the same issue for 2 days now.

Official Employee

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1.7K Messages

Greetings, @user_9aey1i! Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this issue. Have you already tried logging in with an incognito browser window to see if it would let you authenticate your account? It sounds like this may be a cache/cookie incompatibility issue with our new security protocols. An incognito browser window bypasses or ignores all previous cookies in your browser history. You can also get the same effect by clearing your browser history, but it usually needs to set for the time range of "All Time." Most browsers will default to only clearing the last 30 days of history, which may not be effective.

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

4 Messages

21 days ago

what is wrong with this company ? Still have not fixed the payment page !!! You're a tech company for God's sake this should not be hard. Oh and going to a store or phone are not "wonderful" options as your chatbot says. ugh

 

1 Message

Same issue here.  Won't let me pay my bill on time which I have done for decades with this company.  It is looking for a mobile number and I have a landline by choice which can't be corrected on line either since there is no field to show land line only.  Can't even pay the bill on the phone, it keeps sending you back to "update your profile on line."   All they have to do is send the darn code they want you to use via email and the problem is solved but there is no place to request that either.

The system won't let me correct the issue, period.  This is getting ridiculous.  Agent Mia sent me a worthless link, told me to pay on line which as I said the phone prompts kick you back until you update the online profile (which cannot be done with the current options provided there) and promised to call me back early this morning and it has been all day with no response, now almost 7 pm. 

Official Employee

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996 Messages

user_v4l95s thank you for using the Community Forums page to reach out to us. I know how handy the option to make online payments is to avoid having to mail in a payment or visit a store location in person. You mentioned using a landline instead of a mobile device, which would definitely be an issue as you are not able to receive the text alert to verify that way. You should also be able to use an email address as an authentication method instead, but you mentioned you are not being allowed to do so. 

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

4 Messages

@user_v4l95s​  same with me the online portal says "use the 1-800 #" and when you try that it says "go online." It's madness. I even got "verified" by an agent via "direct chat" and that is not good enough... I must talk to the security specialist. [Edited: Language]. this is not a bank or stock brokerage account we are not looking to steal anything.

(edited)

New Poster

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3 Messages

20 days ago

I ran into similar issues and found this thread and was able to resolve them I was trying to change my payment method for my auto pay "add a new card" and I had checked "keep me logged in" when I logged in which seems to mean totally break this site please in xfinity speak. 

(edited)

2 Messages

Same issue now for 5 days. Cannot pay either my phone or Internet through the app. Already deleted cache. This is far from the first time I've had issues. This time it is sending me back to the old My Account app sometimes and then back to the new one. Fix your system! This isn't user error, stop telling people to go through hoops to fix it. Hire tech support who can do the job!

Official Employee

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1.9K Messages

 

user_iw3dzf, Hi there! Thanks for reaching out. I know how important it is to make a payment online without any errors. I am so sorry to learn about this experience over the last 5 days. You've come to the right place. Our team of experts is dedicated to providing solutions to payment concerns such as this. We can help. Have you checked to see if you experience this issue on more than one device?

 

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
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