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user_oeyb3r
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Visitor

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3 Messages

Tuesday, September 9th, 2025 4:47 PM

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Help! I paid but it won't let me login or activate

Hello.

I just signed up and paid for Xfinity Now for $30 a month. I checked and the payment processed and went out of my account. 

But everytime I try to login to activate the service it won't let me. I keep getting an unexpected error message. And when I call they say I don't have service, but I'm positive the payment went through.

I can't login to my new account at all.

I tried clearing my cache and using a new browser and it didn't work. I also tried logging in on both the website and app. Neither work.

Please help. I paid for this, but can't use it or even activate it.

Question

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Updated 

7 months ago

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Oldest First
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EG

Expert

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117.1K Messages

7 months 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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XfinityJosephA

Official Employee

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2.2K Messages

7 months ago

Hello, @user_oeyb3r thanks for your post and for signing up for NOW service! I'm sorry to learn about the trouble logging in. Our team will point you in the right direction. When it comes to NOW products our Chat Support team is designated and equipped to support all NOW services. That's most likely why our team on the phone can't see your new account. You will want to use the Xfinity Assistant to reach out Chat Support. Just use this link and pick "I'm a New Customer." https://www.xfinity.com/xfinityassistant/

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user_oeyb3r

Visitor

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3 Messages

I tried this several times and it doesn't work! It keeps saying "Unauthorized access you must be an Xfinity user" and it won't let me go any further.  I need help! I paid for this internet for nothing!

7 months ago

0

user_oeyb3r

Visitor

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3 Messages

The chat assistant keeps sending me this automatic message on how to login and set up my account but I can't login at all. I keep getting an error message that I'm not an Xfinity user!

7 months ago

0

XfinityThomasA

Official Employee

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3.3K Messages

 

user_oeyb3r - To help you get started smoothly, here’s a step-by-step guide to activating your service:

Step 1: Get the Xfinity App
Download the Xfinity app from the Apple App Store or Google Play.
Alternatively, you can scan the QR code included in your NOW Internet Getting Started kit — it’ll take you directly to the app store on your mobile device.

Step 2: Begin Setup
Open the Xfinity app. On the home screen, look for the tile that says “Got new equipment to set up?”
Tap Activate now to begin.

Step 3: Start Activation
Tap Get started and follow the prompts.

Step 4: Locate Your WiFi Info
You’ll be guided to find your WiFi name and password on your NOW Internet Gateway. Once you have them, tap Next.

Step 5: Check the Lights
Within a few minutes, the top three lights on your gateway should stay solid.
Once they do, tap Lights are solid.
If they don’t, double-check your coax cable connection or try a different cable outlet.

If the lights still aren’t solid, tap This isn’t working.
If we can’t detect a connection, you can troubleshoot by tapping Lights aren’t working or chat with the Xfinity Assistant for help.
Step 6: Final Setup
It may take a few minutes to complete the setup.
Important: Please don’t leave the app or unplug your gateway during this time.

Step 7: Finish Activation
Once setup is complete, tap Done to restart your gateway and finalize everything.

Step 8: Automatic Restart
Your gateway will restart automatically to complete the setup.

If you run into any issues or have questions, feel free to visit the NOW Support Center for troubleshooting tips, self-help options, and account management tools and you can use the Xfinity Assistant. 

 

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

7 months ago

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