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user_2fb234
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4 Messages

Thursday, February 22nd, 2024 10:29 PM

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Online Billing

Receiving "Unknown Error" when trying to pay bill online. After the recent breach of security with Xfinity how can we be certain that this "Unknown Error" isn't another breach in security? Is our data safe? Why is this only an issue when paying bills with Xfinity? This is the second month in a row that I have had this issue. I have tried different computers (Desktop and laptop) along with different browsers. 

If you're taking our data security seriously, then why is it an "Unknown Error"? A casual search of the forums indicates that this has been occuring since at least 2020. What are we paying for exactly? Any sort of maintenance and security? Data integrity? Comprehensive billing management? I'd be interested in setting up auto-pay, but it's difficult to trust the system as it is. 

Question

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Updated 

1 year ago

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XfinityLinda

Official Employee

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1.8K Messages

1 year ago

Thank you for connecting with us here, @user_2fb234, with your concerns about data security and paying your bill online. You have reached the right place for assistance with these and all your concerns. We can assure you and all our customers that data security is our highest priority. You are welcome to see our page here: https://internetsecurity.xfinity.com/help/report-abuse for assistance with many security concerns. If your concern is not listed as an option there, you are welcome to call into our Customer Service at 1-800-266-2278 to connect with one of our expert teammates in our Customer Security Assurance department. 

 

Thank you for sharing your troubleshooting. Now, in regard to paying your bill, I am not showing there is a current issue. I was able to log in and access payments myself without issues. If you wouldn't mind clearing cache and cookies in your browser, and attempting to log in again to attempt the payment. Please let us know if this helps. We look forward to your reply.

(edited)

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user_2fb234

Visitor

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4 Messages

Thanks for your response.

My concern is not paying the bill, that has been taken care of. My concern is the repeated and persistent "unknown error" that is encountered on your desktop portal. Through cache clearing, and fresh browser use (no cache and no cookies). Hopefully you can get to the bottom of this error and either correct it or provide users additional relevant feedback for this error. Like a code that they can reference in your FAQ. 

1 year ago

XfinityRaf

Official Employee

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932 Messages

We can certainly pass along the feedback to our website team for review. If you have a smartphone, you can also use the XFINITY app to make payments. The steps for that can be found here https://www.xfinity.com/support/articles/xfinity-app-bill-pay. Please let us know if you have any additional questions. 

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.
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1 year ago

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user_2fb234

Visitor

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4 Messages

Hello XfinityRaf, if you review my message you replied to you will note that I indicated that paying the bill was not the concern. Instead the concern was the "Unknown Error" that has been reported again and again for the past few years on your billing site. Since it's an unknown error you can't really claim that it's not linked to your previous data breach of customer data. I guess we'll just have to wait and see. 

1 year ago

0

Again

Expert

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31.6K Messages

@user_2fb234​ 

Hello XfinityRaf, if you review my message you replied to you will note that I indicated that paying the bill was not the concern. Instead the concern was the "Unknown Error" that has been reported again and again for the past few years on your billing site. Since it's an unknown error you can't really claim that it's not linked to your previous data breach of customer data. I guess we'll just have to wait and see. 

Is there more to the message besides "Unknown Error"?  What browser[s] is throwing this message?

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

1 year ago

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user_2fb234

Visitor

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4 Messages

Hello Again,

Sorry I'm not getting a notice that there are responses to this. Thank you for your inquiry. My question has not been answered. There is nothing more to the message than "Unknown Error". I tried it in Chrome, Firefox, Edge, and Internet Explorer. On a laptop and a desktop.

1 year ago

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