Visitor
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5 Messages
Updating Account Information
I have been trying for several days to change/add my phone number, password and just generally access my account.
Besides loading so slow I think I'm back in the days of dialup, the website wants to authorize me by sending a text.
Fine, but the text never arrives.
I have my email as the preferred method of contact but can't get a code or link sent there.
After a couple resend attempts, it locks me out of my account.
I have tried different browsers, but nothing seems to be able to work.
I am so tired of seeing the "something seems to be wrong, try refresing your page message", or "try later" I'm getting ready to close the account.
What is the problem?
XfinityDuron
Official Employee
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638 Messages
7 hours ago
I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
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XfinityMelinda
Official Employee
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67 Messages
3 hours ago
Hello @user_8csd77! We apologize for how frustrating this has been. Even though you’ve already tried multiple browsers, this behavior can still be caused by stored browser data. We recommend fully clearing the cache and cookies on the browser you’re using, then closing and reopening it before signing in again.
Corrupted or outdated data can interfere with account verification, slow page loading, and trigger errors like “something seems to be wrong” or repeated lockouts.
After clearing cache and cookies, try signing in using a private/incognito window, which prevents saved session data from interfering with the authorization process. In many cases, this resolves issues with verification codes not sending and account access being blocked.
We understand how disruptive this has been and appreciate your patience while trying these steps. If the problem continues, please let us know!
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user_8csd77
Visitor
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5 Messages
2 hours ago
Three Browsers, Chrome, Firefox, Opera.
Dutifully followed what you suggested. Same results.
Multiple attempts over multiple days constituting many hours and I am still no closer to getting the problem, solved!
I can retrieve my email. I can look at my settings. I can see my billing. I can see where you automatically get paid from my bank account.
(I'm certain there's no way THAT part of your website wouldn't work!)
Yet I CAN'T get help because I can't get a direct message to work in 3 DIFFERENT BROWSERS?
Nor can I get a text message sent to me to verify who I am!?!?
RIDICULOUS!
I assume you've seen the screenshot.
Got any other suggestions?
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user_8csd77
Visitor
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5 Messages
2 hours ago
OK so now I have figured out the DM problem. (One must opt-in to get direct messages)
I have sent a message.
Now what?
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