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user_78cdkk
1st Topic

Visitor

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1 Message

11/03/2026 5:59 AM

New Account Cannot Access Information

Hi,

I just created an account and scheduled an install appointment for a new gateway, however, I have not yet received any confirmation email or response. I have an order confirmation number. Additionally, I can login to the Xfinity browser, but I am unable to access any account information. Whenever I click on a section, the page always goes to "Something unexpected happened." And some parts of the page say that I am not the primary account holder and do not have the proper access (even though I just created the account). I have also tried logging into the mobile app, but receive the message "Access not Authorized; You signed in successfully, but you must be an Xfinity user to enjoy this service." I would just like to receive an update on my order status, as when I placed the order, it stated that additional information was needed, and that I would be contacted. 

Question

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Updated 

47 minutes ago

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EG

Expert

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122.7K Messages

55 minutes 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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XfinityOrlandoM

Official Employee

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3.9K Messages

47 minutes ago

@user_78cdkk

Thanks for reaching out to us. We do apologize for any inconvenience you're having accessing your account and order information. We'll be happy to take a deeper look into this to make sure everything's set up correctly.

 

Please send us a direct message including your first and last name and complete service address

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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