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donsnocturne
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09/15/2026 5:55 AM

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New Account; "Something unexpected happened" when accessing account information, unable to load plan information

I'm a first time user & customer of Xfinity trying to purchase a plan. Just went through the process of browsing plans available in my area, picking a plan, date for installation, entering payment information, and creating an Xfinity ID. Right after getting my ID created checkout failed without a reason and I could not proceed. I went back to the main Xfinity website & signed in with my newly created ID. 

I get "something unexpected happened" whenever I try to access "Account & Identity" or "Update Contact Info".

If I try to go to "Manage Plan" > "View & Manage Current Services" I end up getting a page that infinitely reloads itself until I get access denied for the excessive requests.

I have tried both Chrome & Firefox in regular windows as well as incognito windows. Clearing cache of course has no effect on this issue. Per the browser console I am receiving error 403: Forbidden whenever I do get the "something unexpected happened" page which is coming from the server and not the client.

Could someone please assist with correcting this inexplicable issue on my account?

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13 days ago

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Official Solution

XfinitySean

Official Employee

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1.1K Messages

13 days ago

Thanks again for starting your services with us, and giving us the opportunity to help get you up and running! I'm glad that our team was able to get your account created, ensure a technician got your services installed, and that you're able to access your new account online. Now that you've joined the family, you're more than welcome to reach out anytime here on the Xfinity Community Forums for assistance by submitting a new post, and our team will be more than happy to help! I hope you have a fantastic week!

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Community Best Answer

XfinityPaula

Official Employee

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2.4K Messages

20 days ago

 

donsnocturne Good morning! Thank you choosing Xfinity for your service. I'm sorry that we are starting off with an issue, but I'm sure it's a simple task that my team can help out with. 
Considering it's a new account I think it's a system issue causing the trouble with completing the order and allowing you to regain access. Can you please send us a direct message with your name and service address? 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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