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Visitor

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2 Messages

Sat, Apr 23, 2022 10:23 PM

A communication error has occured

I made an xfinity account in order to get internet service to the address I'm moving to on the 1st of next month. However, whenever I click on any link at all, I get error messages that say to reload and nothing happens, or a communication error has occurred. I was in the middle of ordering a service when the site crashed. I now can't see my account details to see if anything was ordered, and I've used 3 different devices and browsers to the same effect. I need internet in my new home, but at this rate the entire website is unusable. When I try to create a new username, as some suggested, I get prompted to input a texted code, where it tells me this does not match the records. This is deeply frustrating when I only wanted to order internet service.

Official Employee

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2.8K Messages

4 m ago

Hello @user_63ff5b 

 

This sounds like it make be a username issue. The old username may still be attached to the old address. Our team can take a look with you and get everything fixed! Can you please send our team a private message with your full name, both services address, and your username? Thank you so much! To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

Visitor

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2 Messages

@XfinityMartinB​ 

I don't see how the address could be the issue, as I am a new user. I have only used this new address. My issue is that when I log in, I get nothing but reload errors. None of the pages will load on any device. I cannot check my account details or anything else because of this.

Official Employee

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2.8K Messages

Hey! Thanks for sending us a message. What is your full service address that you are using? I am going to pull this up in our system to check into any notes or statuses there. 

I am an Official Xfinity Employee.
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Official Employee

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2.8K Messages

4 m ago

Gotcha! I would still send us the address details and the username you are using for our team to look into this to help out. 

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