Xfinity.com access in PC

I have cleared the cache in both Google Chrome and Microsoft Edge, and have restarted my computer, all multiple times...even tried it on different days. I've logged in with both my phone number and my email. I get the Access Denied message no matter what I do...even trying it on different days.

   Would it be possible for us to work on this together live on the phone, rather than typing back and forth on my little cellphone?

I tried to send you a Direct Message from my PC, as you requested, but not able to since I can't sign in. I tried using a completely differnt email and new password, but still get the Access Denied message.

That's definitely strange @user_9pxaz2, and we're sorry to hear that you are having trouble sending us a Direct Message. Have you tried clearing cache and cookies? May I ask what web browser you are using? We do typically recommend Google Chrome. 

@XfinityChristy​ 

I don't have access to Direct Message, as I can't sign in. Some wrote that I definitely can Zdirect Message. However, when I click on the balloon, it asks me who I am trying to reach. I typed in XfinityChristy, I typed in XfinityCustomerSupport. Nothing is working.

well, I'll add on to this, since I'm having the same problem for the last few weeks off and on,  and it's really annoying and so far I've seen no good answers or explanations except 'we're aware of the problem and are working to fix it.' for 4+ months that people have been having the access denied problem?

I usually just log in to my webmail by itself. I get the 'access denied' about every 2-3 days now. I can usually find a login link that gets me into some part of my account, and then I can access the webmail. but that may take 4-5 different pages for logging in before one works (and why? isn't the log in the same system for all pages/services?), wasting all kinds of time waiting for the log in to load for user name and then password and finally a working page (why is it so slow?). And please do NOT tell me to clear history/cache/cookies, tried that multiple times, does nothing. SOMETIMES closing the browser and opening again works too, but more time wasted, and proof that it's not us, it's you, and intermittent.

I'm using a desktop pc, and have no smart phone or other device. I keep seeing you say "Click the "Direct Message" icon (upper right corner of this page)", but as others have said, there is NO such icon showing to me, logged in or not, and have disabled my adblock program too. Where exactly is this supposed icon and why does it not show to some of us? All I see in the upper right is icons for email, stream, home, x-fi, voice and mobile.

I'm using two Firefox ESR versions, one is the latest one but not my usual one, and yes I know it's 'outdated', but I refuse to get chrome, and for something as simple as an icon, that should show on any version browser no matter the age, it's just an image. Besides, this access problem is affecting new updated browsers and phones too, so sending you more personal info isn't going to help you much. I have yet to see any responses that FIX the problem. I'm in Florida on the west coast that's been hit by 2 hurricanes this fall, so dunno if that's messed with your local system (kudos to getting it running so quickly after Milton tho), but the complaints are coming from all over.

so since comcast already admits they know about the problem, when are they going to fix it?

@chuck1956 Thank you for taking the time to reach out to us here on our Xfinity Forums. We definitely understand how important it is to be able to access your email. I understand that you are using Firefox to access your webmail. Can you try a different web browser and let me know if you run into the same issue? 

I only have firefox, else I would have mentioned another browser. as noted by many others, this issue affects ALL browsers, new or old. I just saw a post from an agent that said to call your Customer Security team and that fixed the problem for that customer, but the customer never came back to say what the fix was. we all hate calling CS and getting the stupid phone menu and getting transferred 3 times. surely you can find out what the fix was, and if they're still working to fix it in all areas? and again, there is no Direct Message icon I can see to click.

I was able to log in normally today, but tomorrow? who knows.