Visitor
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1 Message
Xfinity mobile account "we’re having trouble retrieving your data" -- can't access account info on mobile or browser
Title says it all. I'm unable to access anything under xfinity.com/mobile/my-account, although I can log in (and the My Account drop-down shows me a "log out" option).
Activity gives me:
"Sorry about this
We're having trouble retrieving your data. Refresh the page or check back in a few minutes to try again."
Billing just gives me a prompt to ask the Xfinity Assistant and shows nothing else.
Devices gives me:
"Something went wrong.
Trying this page again may help fix the problem."
And settings prompts the site to reload twice and gives me
"Something went wrong.
Trying this page again may help fix the problem."
with URL: https://www.xfinity.com/mobile/my-account/error?reason=account.settings.landing
...And logs me out.
Obviously this is an enormous problem as I can't do anything with my account. I see other people have posted with similar issues, and I'm confident that there will be a quick resolution. Thanks!
CCJosh1
Official Employee
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192 Messages
3 years ago
Hello @user_4327f3, thank you for reaching out to the Xfinity Communities team for support via Forums. We truly appreciate you bringing this Xfinity mobile issue to our attention as well as our forum board so others that may be experiencing the same issue may also find a solution. I can completely understand your frustration with this sign-in error as it makes things difficult to truly manage and have full control of your services. Let me be the first to say that this is not the type of customer experience we want you to have. I would like to work with you in getting this issue resolved together., Have you noticed this issue on other devices besides your own? Also, have you tried clearing your phone's/device's internet browser's cache and cookies to see if that would resolve the issue? I know that sometimes our devices have a knack for saving bad login attempts in our cache and cookies thinking it is making our lives easier for faster access to frequently visit sites but it can have an adverse effect like this as well.
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evavlosky
Visitor
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1 Message
3 years ago
It’s not only this user. We have problem in all devices saying this exact error message.
Other Xfinity Mobile users have this problem too. Please fix it.
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user_cbc9b9
Visitor
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1 Message
2 years ago
Was this ever resolved? I'm having an identical issue. Completely regretting switching to Xfinity Mobile from Verizon.
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Jadusica
Contributor
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24 Messages
2 years ago
Same issue here with both phones on my account. I'm just chalking it up to whoever is in charge of Xfinity Mobile hasn't a clue. Cuz this ain't my first issue and probably not the last either.
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user_98795e
Visitor
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11 Messages
2 years ago
I had the same issue, and just got off the phone with them getting it fixed. Apparently my issue was that I was logging in with my phone number, and it was not a "Primary" user account. You need to log in with your primary comcast email account. Found this finally on ones of the forums and it fixed my issue Shoutout to that guy
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madmotojoe
Visitor
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1 Message
2 years ago
Please fix. Same problem and it's been a long time without a fix. General customer service tip. Even if you are way off from providing a solution to a customer complaint, #1 Apologize, #2 We value you as a customer and we are working on a fix, #3 we will contact you when we have resolved.
Do nothing and then pretty soon you you end up getting trolled on that Elon Musk personally owned chat board with Memes and other super creative and funny stuff, which hurts your reputation.
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ckmotorka
New Poster
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9 Messages
2 years ago
I have been having this same issue and am disappointed that the answer appears to be to read a script saying, "we're sorry you're having this issue, it's certainly not what we want to see" instead of actually fixing it. I don't suppose if I go over my minutes this month they'll waive the charge because it's their fault I couldn't see how many minutes I've used.
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SCB2023
Visitor
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6 Messages
2 years ago
I am also struggling with this issue and have already spent hours on the phone and texts being passed around to numerous Xfinity Mobile agents who all say they can fix it, but never do. In fact, it wasn't until I spoke to an agent to assist with other questions that my account was evidently "locked out", so I suspect it was something that agent did in error to make it happen.
I am logging in correctly, with my Xfinity ID and as the primary account holder, but continue to receive the identical error messages outlined above via the mobile app and blank pages and unhelpful circular links online.
Please fix this!
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67ccacct
Contributor
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116 Messages
2 years ago
I have problem in all devices saying this exact error message.
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