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hiltonherd
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Tuesday, April 14th, 2026 7:54 PM

can't sign in / no shipping confirmation or details new servicce

I signed up for new service at an existing property and did everything filled out my billing info and whatever, then I got the email that the order is confirmed but it has no address on it, and now when I sign in to my account I can't view the information on it or anything and it refreshes and I'm signed out. I signed up for the 2-3 business day shipping 5 days ago and I have no way to know if / when internet is coming, and there's some portal I went to sign into and I put my number confirm the code and then it asks for my address, I type and use the autofill for it, and it tells me that it odesn't recognize the address?! Am I just supposed to wait? I have no idea if I'm ever getting internet here and I can't even sign in to cancel or track anything either. AND I CANT SIGN IN TO TALK TO THE XFINITY ASSISTANT BECAUSE I JUST SIGN IN / OUT IN A LOOP.

How can I talk to someone about my details and find out if I'm getting a modem and service here or not?

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20 days ago

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EG

Expert

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117.8K Messages

21 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityLinda

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2.4K Messages

21 days ago

@EG Thank you!

 

@hiltonherd We appreciate your trust in us here in our Forums Community. We're happy to help. Welcome to Xfinity! Did you have service before at a different location? If so, your Xfinity ID may be linked to that address. To unlink your old address from your Xfinity ID. You can do that by following the instructions on this article: https://www.xfinity.com/support/articles/switching-between-multiple-accounts?linkId=119072615. If you've never had service, make sure you clear cache and cookies in your browser then attempt to log in to www.xfinity.com. Let us know if you have access to your new account after. 

(edited)

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EG

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117.8K Messages

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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21 days ago

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hiltonherd

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@XfinityLinda​ 

I cannot follow the instructions because when I sign in, I am unable to click any account info or other buttons because it shows me an error and signs me out, even after I successfully signed in. I cleared cookies as well already.

I did have service at one point, and I think I signed up again using the same email/phone number and it let me sign up but now I functionally cannot use the account / sign in, or do anything else because when I sign in successfully it does not let me access anything and signs me back out when I try.

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21 days ago

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hiltonherd

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And when I try to sign in on the app it says "Access not Authorized

You signed in successfully, but you must be an Xfinity user to enjoy this service."

On the account I signed up for service with and got an order confirmed email on.

So I have no idea what to do at this point.

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21 days ago

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XfinityAmira

Official Employee

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4.8K Messages

Thanks for explaining that to us, and we apologize for any inconvenience or frustration this has caused you! Let us take a look at this on our end and help you get it all sorted out. Please send us a Direct Message. Here are 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

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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20 days ago

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