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bgonz
1st Topic

Visitor

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13 Messages

Mon, Jul 26, 2021 5:40 PM

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

Question

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Updated 

2 m ago

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Responses

XfinityHeather

Official Employee

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274 Messages

3 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)

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bgonz

Visitor

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13 Messages

@XfinityHeather

Thank you for the prompt reply! Currently, I am not an Xfinity customer. I did have an Xfinity account in the past though, which is the same account that I'm currently trying to use to begin a new service plan. I can provide my account information, if this would be helpful to resolve the issue.

3 m ago

0

XfinityHeather

Official Employee

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274 Messages

Thank you for clarifying! If you are not currently an Xfinity customer this is why you are receiving those errors. Most likely the log in information is inactive. To become a valued customer again, you will want to go to https://comca.st/3zEodky (do not log in), select Xfinity in the upper left hand corner, then shop the deals you are interested in (internet only, all, etc.) We can also help you on our end. 

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3 m ago

0

bgonz

Visitor

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13 Messages

3 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!
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