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user_4uln3j
1st Topic

4 Messages

Thursday, December 28th, 2023 10:51 PM

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2FA - not able to connect mobile

I've had my Xfinity account for a year and my email address has always been connected, but I have attempted to setup my mobile number at least 30 times but never received the text with the 6 digit code. I've tried off internet, connected to Internet used the "resend code" and nothing works.

I'd like to have this setup for security but being unable to connect my mobile is getting very frustrating.

Question

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Updated 

1 year ago

74

1

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XfinityAlfonso

Official Employee

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1.6K Messages

1 year ago

Hello @user_4uln3j  thank you so much for reaching gout regarding this 2FA issue. When logging into the Xfinity Mobile Account, are you seeing a mobile number listed in your communication preferences? Is the number we're trying to add been associated with an Xfinity residential or Mobile account previouly? 

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user_4uln3j

4 Messages

Sorry if I was unclear, this is for my Xfinity Internet account, not mobile, the phone number is not listed on the I ternet account, but needs to be verified in order to use the 2FA.

1 year ago

0

XfinityAlfonso

Official Employee

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1.6K Messages

OK, no problem! Was this a number used previously for another Xfinity account at a different address? Or used as a secondary under another name? These types of things can have an impact when attempting to add a number to the account. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_4uln3j

4 Messages

No, I have not had Xfinity before so this would be the first time using it 

1 year ago

0

XfinityThomasC

Official Employee

 • 

2.4K Messages

@user_4uln3j Could you please send our team a direct message with your full name and full address? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_4uln3j

4 Messages

Okay, I have sent a direct message to customer support.

1 year ago

0

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