Why is it so incredibly difficult to log in to xfinity?

Typical. Read my OP. Thank you.

@user_dqhcvt

 Do apologize for any issues you are having logging in while using windows 11. To clarify are you able to use our awesome Xfinity app https://www.xfinity.com/apps on a mobile device and log into your account?

Have you tired using any other devices and going to https://www.xfinity.com/email ?

I'm sorry what, "use our awesome Xfinity app?" You're joking right? I don't use the app on my personal computer, it does not work for Windows OS distros. Please tell me why I would use the app on my phone to access webmail? I can log into the forums but I can't log into webmail connect.xfinity.com/appsuite or my account from a personal computer. Seems like Xfinity makes it incredibly difficult to pay your bill.

@user_dqhcvt

I understand, the app can only be used on a mobile device, with knowing if you can log into your account on other devices can help us narrow down the issue.

Also if you could try a different computer or device to see if you can log into your account that can help us narrow down where the issue is coming from because depending on your current device and the browser you're using could warrant the connection issues you're having logging into your account from our website

 have you tried clearing your cache and cookies yet or trying a different device?

You understand I have to log into the forum here to use it, right? Why can I log in here and not into pay my bill or see my webmail on the same computer with the same browser. Yes I've tried all the published solutions for cookies, pop-ups, plug-ins, multiple browsers, multiple computers; as I stated in my original post should you take the time to read it.

Thanks for letting us know everything you have tried so far. I'm curious as it doesn't look like it was mentioned, but have you tried to open a private browsing session (firefox) or a incognito session (chrome) to see if this allows you to login? @user_dqhcvt

Are you logged in to your account? 

Can you log in at https://www.xfinity.com/overview?

Do you have any other devices you can use to access the internet to try to reach the Xfinity.com website?

I do not want to have you repeat yourself. The OP had mentioned only 1 device which is why I asked if you had others. The picture show you are able to log into your MyAccount are you able to click on the account icon and get to your email there? When was the last time you logged into your email?

I use my email hundreds of times per day. I do not use the xfinity app on my phone because it is extremely hard to use the filter settings, to block unwanted and spam email, so I use the website. I have been using the website daily for fifteen years or longer. Now suddenly, with no changes, I can't log in. It's timeout, server not available, 404 pages, connection reset, connection refused; over and over again. I can gain access to my account using the app on my phone, I HAVE ACCESS TO THE FORUMS USING THE SAME CREDENTIALS I USE TO LOG INTO MY ACCOUNT WITH, I access it almost every single day to check cameras or something related to my account. This is not an account issue or forgotten password issue since I use keys specific to my devices. Everything with xfinity is so incredibly difficult including this forum post and what makes it worse is each person that replies acts like they've never heard of this issue before, like it's novel or new, when in fact if you search the forums you will see thousands of posts with the same issue, all unresolved with multiple replies like this one. My stupid self was dumb enough to expect a different outcome when repeating the same steps. When my bill comes due in ten days you can guarantee xfinity will have have an equally hard time extracting that payment from my wallet, setting up the added layer of security at my bank now, as I am getting anywhere with this post. Good luck with that auto-draft.

Thank you for that information. I am a customer as well, and I was able to log into MyAccount and retrieve my emails. Are you able to connect with off your home network VS while on your home network using your phone with cellular data? 

I am using an xfinity connection with an xfinity ip to log in from my office computers, why would it be easier to log into my myaccount from an ip and network that is not xfinity? I do not know how to make my xfinity modem and my machine use cellular data. For the fifth time, YES I can connect using the xfinity app on my PHONE using either cellular data or my home network. YES I CAN CONNECT USING CELLULAR DATA ON MY PHONE. I am glad you are a customer and that you can connect but can you tell me how that helps me in the slightest?

Thank you.

I was checking my ability to get to the email to try to recreate your issue with my own account. Therefore, it is not an issue across the board. If you are able to connect from your phone there may be an issue with your devices' connection to the internet. Have you contacted the manufacture of the computer for additional assistance with possible settings? 

I wish I could advise you but customer service is absolutely non-existent. If I could get one browser to work I'd be happy but none of them work for me. They won't reply to your message or mine, so please don't hold out hope that they will on this forum other than tell about their fantastic wonder app that you can't use on mac or windows computer. You can call xfinity customer service but good luck with that venture, plan to waste half a day to get nowhere. Take care and thanks for your thoughts.

@XfinityDilary​ yes, I've cleared my browser cache and cookies. I've uninstalled entire web browsers and re-installed current versions. Nothing works. More to the point why should I have to do anything like open a private browser, sit at my desk only facing true north, use lighting only in the 6000 kelvin range, or pray to the Unicorn God Sara to access my account or email through a browser? Shouldn't the $3600 I pay yearly to xfinity include such access without third party ads, I'll also add.

Thank you for chiming in but based on the lack of responses I doubt there will be any help here. Chrome, Firefox, Edge, and DDG do not work on either of my machines to access xfinity.com. All machines are new and do not have McAfee, Norton, or similar AV. I've tried un/installing the most current browser versions and made sure they do not have add-ons installed that may cause issues, still no access.

@XfinityChristy​ Sigh. I can not access my account to pay my bill access my online email, or anything similar that requires log in through xfinity.com. All of the images I've shared above support that

user_dqhcvt I would like to get a better understanding of what is potentially causing this issue for you, can you send me a direct message with your full name and complete service address included?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

I would prefer if this was public. I want this fixed for the entire xfinity community not just me. If something is so critical that it needs to be private than please me PM me, I'm sure you're PM button works the same as mine. Otherwise you can call me at the number listed on my account. Why do I need to send you a PM other than to take this out of the public forum and into a private discussion? Please enlighten me.

It's unacceptable even if your bill was $10 but sadly we both know our bills are not that. Thank you for chiming in. I appreciate you and when a solution is available I'll make sure it's posted for all to use.

We need more voices to speak out. If you're unable to access xfinity services like email, video on demand, bill pay on your laptop, desktop, or otherwise we want to hear from you.

I actually used to have similar issues. I just couldn't login to the XFinity site at all.  I even posted about the experience in one of the feedback forums here.   Anyway, what I found is, as crazy as this might sound...if I restarted the cable modem, I would then be able to login to the site, at least for a little while.

Now, this is NOT a solution at all and for whatever reason, it's not something I've had to do for quite a while now.  On the flip-side, I don't login to the Xfinity website much anymore.  I check email using a stand-alone email client (I don't use the webmail interface) so I really don't need to login very often.  I login mostly to check bandwidth usage periodically (and that has also been problematic, in the past).

Anyway, it's just something I wanted to mention.   Here's something else to consider:  if you're using a laptop, see if you have the login issues when connected to the Internet at a friend's house or a family member's house.   Of course, I have no clue if that will change anything but I'm thinking "out of the box" here.  :)   I just a desktop system, so trying a different internet connection isn't an option for me.

Good luck!

@GrannyW​ 

Just an FYI, if you don't log in to webmail at least every 90 days or so, chances are your email account will be deleted.  Just using a third party app doesn't "poll" the server indicating a live email address.

@GrannyW​ Thank you for the thoughts. This isn't a modem issue or modem related issue. I've restarted the modem, had xfinity restart the modem, and used the restart modem feature in the marginal purple app. Additionally, the issue isn't connectivity as you've suggested, using another point of access. This issue is specific to the way xfinity.com authenticates users which is antiquated by today's standards and that's being generous. I use the same credentials to log into the forums as I would to pay my bill or use the internet based webmail, they should work similarly, they do not. Again thank you.

Be well.

@Again​ Have you ever tried to get through to ANY part of xfinity customer service??  It is nearly impossible!  That [Edited: "Language"] virtual assistant keeps wanting to reset the modem (as if it hasn't already been reset 10 times prior to calling!). Xfinity has the WORST customer service of any business I know.

@Again​ Thank you for chiming in. If they removed my email account that is tied to my open and paid account from which they receive payment then that would be an entirely different conversation and I guarantee I wouldn't be seeking or soliciting help for that type of problem on a public forum. Your advice is great and has merit but it is more geared toward customers who have left xfinity and closed their account. Xfinity allows them to maintain their old email address in perpetuity as long as they log into the webmail system on a frequency less than 90 days. But what if you can't log into that system? If you examine that loop, my contention, purposely caused to frustrate users so that if they can't log in, they can't keep their email and xfinity frees itself from that obligation.

I've been a customer for 20 years and I've used these services throughout that time. I am well versed in the ways of using the purple monster. At this point I'm not calling anyone. I've devoted months to this trying to get a resolve either over the phone, in person, or in this forum. They honestly have no clue that they've locked many people out of their accounts because a lot of those people don't use the web based services, we are a dwindling breed. However, if they want to force us into their purple app then fine, put the email filter settings, phone settings, ecetera in the app and make them useable. What they've done is put the filter settings for spam and the like on the web based site and said good luck getting to it. It's unacceptable and quite honestly just silly. Here's another funny, did you know that if you pay for the home security service you have to use a seperate app to turn the system on and off remotely, but that app is so old it's sunset and they don't support it? The on/off feature isn't in their glorious purple app, that's like the basic thing to owning home security. It's as if someone said that's good enough and to heck with what the customer needs to use our services that we charge handsomely for.

If this is important to xfinity they will reach out to me. I mean someone will because I can't log in to pay my bill so I'm sure at least collections will be calling me soon. Fix your issues and quit jerking us around and you can have my money. Pretty much done, 20 years of loyalty straight in the toilet.

Again, thanks for the thoughts and taking the time to reach out. Sadly, more than xfinity has done, like @XfinityAlex or whomever that mystery person is. Time will tell.

@user_dqhcvt Could you DM me your UID that you're having a problem with?  I'll see if we can sort out what's going on (CSA should be a good option as well)

@XfinityAlex​ any of the email addresses tied to my account all function the same across all browsers across multiple machines regardless of set role. Many supporting images above.

Customer Security Assurance
The Customer Security Assurance organization has been established to ensure a safe and secure online experience for Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues.

If you're looking for immediate assistance, try our help section. The answer to your question may already be there.

Not sure that's the right direction but who am I to say. In fairness it sounds like another wasted couple hours. 

@user_dqhcvt​ 

Try giving @XfinityAlex a shot.  I know you're sick of not being able to utilize email through the webpage because for whatever reason the webpage is being overly cranky for you.  Seriously, though, until you are able to get in via the webpage, try setting up a third party app so that you can at least get your email until this gets fixed.

As for the possibility that your email account was deleted, that is something that Alex can help with.

I have one last suggestion.  You've turned off your security settings in your browser, but what about your security settings on your computer?  If you have those set too high, you'll be locked out from a lot of things.

FWIW, I really want to see this whole thing get fixed for you.  You've been seetheingly patient [I put it that way because in your postings I see your patience, but can "feel" you seething underneath.] with this whole thing.  I'm not sure I could be this patient.  At any rate, if I think of anything else to suggest I'll post it, but I'm definitely going to keep watching this.