Visitor
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2 Messages
Access Not Authorized - You signed in successfully, but you must be an Xfinity user to enjoy this service. HELP!
I signed up via the web for Xfinity internet today. I was so excited, but this has been nothing but frustrating and disappointing. I have a new Motorola Modem/Router MT7711 that I am using. I followed Xfinity and Motorola's instructions to set up the internet in my apartment. When it came time to activate my internet I did as instructed and downloaded the Xfinity app, but when I log in it says, "Access Not Authorized - You signed in successfully, but you must be an Xfinity user to enjoy this service." I am an Xfinity user and the account holder. I checked my account on the Xfinity account app and it says you no longer have Xfinity service at this address. How can this be, I have paid and signed up?!
The modem/router is working, but there is no internet. I have called several times to the 1-800 number with promises they will call back and will escalate the situation. I had to switch from ATT because of the new area and this has been nothing but trouble. I never had these kind of issues with that carrier. I just want the internet that I am paying for to work in my new apartment. I need help as soon as possible.
Official Solution
CCChe
Official Employee
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6.9K Messages
3 years ago
Thank you so much for meeting me in a private message, so I could help get that squared away for you @user_3a4580! I'm happy it was just a matter of completing your order, so your services could start working. Please don't hesitate to reach out if you need anything in the future. We appreciate you for picking Comcast as your entertainment provider. Take care!
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CCChe
Official Employee
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6.9K Messages
3 years ago
Hi there @user_3a4580! We appreciate you for posting to the Xfinity Community Forum to bring this to our attention. This isn't the experience we want for anyone. I'd like to take a deeper look into this to see how I can help get you up and running.
To get started, can you please send a direct message with your name and service address to "Xfinity Support"? You can do this by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.
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