Visitor
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2 Messages
I've NEVER been able to access my account since signing up
I switched to Xfinity mobile two weeks ago and I've never even once been able to access my account online. I've called/chatted online with support about this 3 times and wasted several hours of my life trying to do this one simple thing. Every single person I've spoken to either 1) didn't understand what I was having trouble with or 2) told me the problem was with something other than what the last person said.
So to be clear:
I can make calls and use data on my phone -- no problem there. I can log into my Xfinity internet account just fine. However when I log into Xfinity Mobile, I do seem to get logged in because I see a page that has options for Activity/Billing/Devices/ etc BUT every time I click one of those tabs it says either "Sorry about this. We're having trouble retrieving your data. Refresh the page or check back in a few minutes to try again." or "Something went wrong. Trying this page again may help fix the problem."
Refreshing doesn't help. I've tried logging into my mobile account on both my laptop and on my phone. I've tried Firefox, Edge, and Samsung's own browser but nothing works. Again: this has been going on for over two weeks now and I've spoken with three different people about this problem.
The last person I spoke to just rudely told me there's a problem with the website so I better just try again later. That was a week ago. I'm not going to bother calling support from here on out. Nothing has changed or helped. I'm leaving this post here in the sad little last piece of hope I have that maybe one Xfinity employee will see it and forward it to the right people before I transfer my lines to a different carrier.
XfinityKatie
Official Employee
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744 Messages
3 years ago
Hello @user_4f8a78, we appreciate you taking the time to make this post and bringing this situation to our attention. We know how important it is to have access to your online account, and we want to ensure you get the support you need. We don't have access to Xfinity Mobile accounts via our social platforms, so we sadly don't have the tools available to look into this for you. However, since you have previously called and chatted with our Xfinity Mobile team and weren't able to get this resolved, we'd love to set up a request to have someone reach out to your directly to ensure this is taken care of. If you send us a direct message with your full name we'll be able to help out! Just hit the direct message icon in the top right-hand corner of the screen, click "new message", type "Xfinity Support" and select that profile to send us a message directly.
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user_900940
Visitor
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1 Message
3 years ago
Also having this issue and I’m pissed. Just spent an hour on the phone with them. They said they’ll reach out in 1-3 days 😑 I’m switching plans because this is actually insane
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user_5b6c89
Visitor
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1 Message
3 years ago
@user_900940 @coafer @user_4f8a78 @hutchemail I have this exact same problem, I switched from Verizon to Xfinity Mobile in January, Spent hours of my life since then with customer services trying to get some sort of solution. Have any of you had any luck? Thanks
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Stanzi
Visitor
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1 Message
3 years ago
Same problem. IItshouldn't be this difficult. Get it together, dude. Just take care of your customers. It's not that difficult.
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user_4d7b30
Visitor
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1 Message
3 years ago
Glad to see I’m not the only one experiencing this issue that won’t be resolved. I came from AT&T and can’t even get the mobile browser xfinity mobile website to work.
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user_afcbfc
Visitor
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12 Messages
3 years ago
Hi user_4f8a78
Today is May 4, 2022
I'm also a NEW Xfinity Mobile USER like you but I provided a tutorial to help Xfinity Mobile Users like me who’s having a hard time accessing their new account, and unfortunately after asking Xfinity Mobile Tech Support Agents through chat many times but still, they can’t fix this issue. I googled it also and couldn't find the answer, and I ended up seeing this forum, and so I created a tutorial so that I could help others who's experiencing the same issue. The tutorial is a bit long so I will take you to my Linked-in page for the step-by step procedure to solve this problem.
https://www.linkedin.com/pulse/problem-solved-xfinity-mobile-inaccessible-account-webpage-quijano/
(edited)
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user_afcbfc
Visitor
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12 Messages
3 years ago
Today is May 4, 2022
I'm also a NEW Xfinity Mobile USER like you but I provided a tutorial to help Xfinity Mobile Users like me who’s having a hard time accessing their new account, and unfortunately after asking Xfinity Mobile Tech Support Agents through chat many times but still, they can’t fix this issue. I googled it also and couldn't find the answer, and I ended up seeing this forum, and so I created a tutorial so that I could help others who's experiencing the same issue. The tutorial is a bit long so I will take you to my Linked-in page for the step-by step procedure to solve this problem.
https://www.linkedin.com/pulse/problem-solved-xfinity-mobile-inaccessible-account-webpage-quijano/
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jennifersnet
Visitor
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2 Messages
3 years ago
same problem here, switched from Verizon...can not access xfinity mobile account online or through the app.
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user_18117f
Visitor
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2 Messages
3 years ago
We are all having this same issue. XFinity knows about this but is doing nothing.
I am suggesting we all demand a credit to our bills each month until this service is available. This is the only way it will get fixed, money talks.
No other utility/service would be able to get away with not allowing a customer access to their account. Imagine not being able to see your credit card, electric, gas, bank information when needed.
Accessing and managing one's accounts is a basic customer service right.
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user_4f8a78
Visitor
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2 Messages
3 years ago
Here's an 5+ month update:
I still have never been able to access my account! I'm trying to switch carriers but I CAN'T GET MY PIN NUMBER BECAUSE I CAN'T ACCESS THE ONLINE ACCOUNT. Chatted with support chat agents that couldn't even find my credit card that I was using for autopayments so he kept telling me to "check again". Then after another pointless hour talking to them, I was just given the usual number to call. It was insane. I also tried going to an Xfinity store in person but was told they, "don't do that kind of thing here anymore" when I asked for the pins. They gave me another number to call.
Unfortunately the alternative way to create an account that someone wrote about above didn't work for me because I don't know how to find the number that Xfinity gave me when I signed up. I signed up at a store and they really didn't give me any paperwork. Just told me to log in online for answers to everything.
At this point I may just have to file a complaint with the FCC to get my number transferred.
(edited)
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user_4fed5b
Visitor
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1 Message
3 years ago
Hey everyone Xfinity customer here since September 2020.
the entire time I’ve been a mobile customer this has been an issue.
I honestly do not think there is any resolve after seeing so many other customers report this issue. This plays a huge role in my decision to move away from Xfinity Mobile as I don’t have the time or patience to call every time I am in need of servicing.
Just wanted to add my 2 cents in for some of the fairly newer customers that this issue is long standing and as I sit on the phone currently with customer service during my own work hours there seems to be no resolution in sight.
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