Trying to pay bill online, XFinity website is comprehensively dysfunctional

Trying to pay my bill.

I am able to log in to xfinity.com successfully. But every attempt to traverse to anything to do with billing (viewing my charges... which have strangely gone up my $100/month recently... and paying my bill) is ending in failure.

Xfinity.com spins for minutes, "Just a moment. This is taking a bit longer than expected, but we're on it.", and ultimately ends with "We are having some trouble connecting to My Account" or "Sorry, this isn’t working right now. Please return to My Account Overview while we resolve the issue." or "Something unexpected happened. Try refreshing the page. If the problem persists, please check back later." These error messages seem to be presented randomly or in a revolving fashion.

And of course I am not able to access anything to do with my "Account Overview" to begin with. Looks like an internal service, fronting a database somewhere, is completely down, is not responding, timing out, etc.

Have attempted all the usual browser steps... deleted all my browsing data, tried multiple different browsers (Chrome, Firefox, Edge), all with no success.

So, basically, XFinity billing has ceased to function, and I have no way to pay my bill online.

XFinity may not have noticed, but we are well into the 21st century. Beyond being entirely unacceptable, this is in fact completely incomprehensible.

I will assume I will need to pay by phone from now on. But I confess, I have not yet tried that. Will THAT work, or is that broken too?

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user_jyxyog

Visitor

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1 Message

6 days ago

Experiencing the same issue. Phone support also appears to be affected by whatever back end issue is causing the web site behavior.

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nameistaken2

Frequent Visitor

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16 Messages

5 days ago

Tried via the XFinity Assistant... it simply forwarded me to the same broken online bill-pay functionality that I attempted to access directly.

So, basically, there is no way to pay my XFinity bill online. Do I need to call XFinity support, and wait on hold indefinitely, in the HOPE I can speak to a human who can facilitate payment?

I will cancel my XFinity service before I have to go out to an XFinity store and pay... I consider that an unreasonable burden on a paying customer (especially as a workaround for something that should be functional). I would prefer to cease to be a paying customer. My other various online service providers don't subject me to this sort of thing. Their payment workflow(s) function.

(In any event, it seems likely that if all the back-end infrastructure for accessing customer accounts and tendering payment is down, the people at XFinity "customer service" and the XFinity store will not have any luck either.)

I think it is self-evident: this is no way to run a railroad.

Can someone from XFinity please respond, summarize what is going on, and when they expect this to be fix or a workaround to become available?

Thanks.

(edited)

3

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XfinityChelseaB

Official Employee

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1.9K Messages

Hello @nameistaken2, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. To clarify something, when did this issue start? Was it just today? Has this been going on for a while? If it's just today, there could be system updates or work being done, and we will be back up as soon as the work is done.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 days ago

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nameistaken2

Frequent Visitor

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16 Messages

This was just today (as far as I know). It was more than just "a moment out of my day", trying to troubleshoot to make sure the problem was not at my end. And yes, it seems to have cleared up. I am now able to access my account information, and have paid my bill.

Something at XFinity's end was broken, and now it appears to be fixed.

Anyone have the slightest clue what the problem really actually was? What is the likelihood it will break again, and do so AGAIN without warning or any sort of advance notice, much less some COHERENT, PROACTIVE indication to people trying to pay their bill that "work is being done, your account information and payment processing may not be available, full access will be restored on <Date>/<Time>.", or <gasp> maybe even some indication a few days in advance, integrated directly into the interface for the functionality that the customer is trying to access, of a window of unavailability in the future?

I am assuming the likelihood of anything obvious like this will never happen. XFinity will just continue its policy of mindlessly/reactively jerking people around.

Very frustrating to have one's time/effort wasted like this. Its almost as if you don't want my business.

Sheesh...

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5 days ago

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XfinityChelseaB

Official Employee

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1.9K Messages

@nameistaken2, There was a system issue today, and glad to hear it was fixed, and you were only dealing with this for a short time. As technology is not perfect and can sometimes malfunction, and we try our best to fix the issues as fast as possible for our customers. With advanced notice, it's hard as not all system issues are planned. Like today was not planned so there was no way for us to warn you ahead of time, I do apologize. I do appreciate your feedback and will provide it to our team for possible enhancements in the future to offer you a better customer experience.

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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5 days ago

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Billing

nameistaken2

Trying to pay bill online, XFinity website is comprehensively dysfunctional

user_jyxyog

nameistaken2

XfinityChelseaB

nameistaken2

XfinityChelseaB

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