B

Visitor

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13 Messages

Mon, Jul 26, 2021 5:40 PM

Closed

Unable to access "My Account" or "Change Plan" pages on Xfinity website

Hello! I am planning to move into a new apartment and I would like to start a new plan with Xfinity. However, when I log into my account on the Xfinity site, the website seems to give the following errors.

When I click on "My Account", I see the following error (and reloading the page gives the same message):

When I click on "Change Plan", I see the following error (and I am unsure of what credentials it is referring to):

I'm unsure of why I receive these errors, and because of them, I am unable to navigate the website in order to begin a new service plan. Could I receive assistance to restore functionality of my account, so that I may begin my service? Thank you!


Best,

Brandon

Official Employee

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424 Messages

4 m ago

Thank you so much for reaching out to us through our Xfinity Forum. I hate to hear this has been your experience and would love to investigate this for you! Are you currently an Xfinity customer? 

(edited)

Visitor

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13 Messages

4 m ago

Thank you for the information! I went to the link that you sent and selected an internet plan, and put in my payment/address information. It appears that the payment went through, but I never received an invoice email. It then prompted me to login and I received the following two emails:

However, when I try to navigate the Xfinity website, I am still getting the errors that I described at the top of this post. I'm unable to check if my purchase went through successfully since the website throws an error when I try to go to my account page.
I'm unsure if it's just taking time to process the change, but I would like to verify that my transaction was successfully processed and that I will be able to begin the new service. Thank you!
This comment was created from this reply

Official Employee

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253 Messages

Got it!  Thanks so much for the update.  We should be able to take a closer look at this for you.  Can you please send us a private message with your full name, complete service address and account information?  That way we will be able to access your account to see what is causing this hiccup.  

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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Visitor

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13 Messages

Sounds good, I'll send that information over a private message in a moment - thank you for the assistance!

Official Employee

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253 Messages

No problem!  We are here waiting for your message!  

To send a "Peer to peer" ("Private") message you may need to:

Click "Sign In"

Click the "Peer to peer chat" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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

Visitor

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13 Messages

Great, I've sent a private message to Xfinity Support - thanks again for helping out!

Official Employee

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285 Messages

Thanks for sending us your account information Brandon, I appreciate it. I was able to find an account in your name at the address provided. It looks like we are mailing a self-install kit to the address listed above, and you are good to go. You should get an order confirmation within the next 24 hours, and an email with tracking information within the next 48 hours. If you like, we can check back on this in a couple of days to provide you with the tracking number for your order? 

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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