J

Visitor

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5 Messages

Fri, Oct 29, 2021 6:51 PM

Closed

A Communication Error has Occurred.....

Whenever I try to access any information in my account I receive the error message "A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later."  This has been going on for a couple weeks now.  I saw a few other posts on this same issue, but they both suggest going through the chat system, which does not work.  It has a very specific set of responses and none of them work to resolve this issue.

Official Employee

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1.1K Messages

10 m ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that you've been having a hard time accessing your account. Just to clarify is this happening when attempting to log into the Xfinity website or also when you try to log into the My Account app? 

Visitor

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5 Messages

10 m ago

I am trying to use the website.  I am able to login successfully.  I just can't access any of the information or services in my account.  

Official Employee

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489 Messages

 you tried to clear your cache and cookies yet?

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.
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Visitor

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5 Messages

Yes,  I have also tried using a different computer, and a different location/connection.

Visitor

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5 Messages

10 m ago

Yes,  I have also tried using a different computer, and a different location/connection.

XfinityRyanE

Official Employee

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458 Messages

Thanks for the clarification on that, we appreciate your time and efforts today. In order to get a better idea of what could be causing this, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

Here are 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

 

Please let me know if you have any questions or run into any problems. 

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

Visitor

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3 Messages

I have this same problem. Been going on for a couple weeks now. Cleared cache and cookies. I dont see a direct message icon on the top right of the screen to begin a message to send to you. It just has a drop down for my profile, settings, and log out.... How do I start the process to get this fixed?

Visitor

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3 Messages

This is what i get when i log into my account. cant do anything.

Official Employee

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1.1K Messages

Thank you for taking the time to reach out to us here on our Xfinity Forums. In order to better assist you and troubleshoot the concern with the app we would need to have you send us a direct message. The chat icon would be to the left of that profile button you are selecting that gives you the drop down. It wouldn't be located in the drop down menu. We definitely want to help you with resolving this so please send us a direct message to "Xfinity Support". 

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

Visitor

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1 Message

9 m ago

This is also happening to me

Official Employee

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429 Messages

@user_347bb0 so sorry that this is happening to you as well! We will get to the bottom of this. Just to confirm is this happening from the Xfinity website or the Xfinity App? What troubleshooting steps have you tried thus far? 

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

Visitor

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5 Messages

@user_347bb0  good luck getting it resolved.  It has been a couple days of chat and still not working for me.  I continue to work with the tech, but no solution so far (and several times having to repeat my story to each different person I am talking to) 

Visitor

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3 Messages

9 m ago

I've had this problem for weeks. Ive followed the directions to clear cookies and cache and that hasn't helped. I dont see an icon on this page to direct message anyone. Please help with a fix so i can update my account. Thank you.

Official Employee

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1.1K Messages

Just to clarify when you look at the top right corner of the Forums page you see the circle that you can click to open a drop down menu that has options for:

 

View Profile

Profile Settings

Manage Tags

Sign out

 

You see no other icons located directly next to that circle? 

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

Visitor

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1 Message

I hate this window for several days. The way I figured out is to switch to other service provider.

Visitor

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1 Message

Same issue as above can view account 

Visitor

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1 Message

9 m ago

I am having this same issue. I am an estate office that needs this resolved asap. out client is needing to access info and i do not want to push this out any further that it already has

Official Employee

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266 Messages

Hello, @user_aa072f. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

 

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Peer to peer chat" icon

-Click the "New message" (pencil and paper) icon

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

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

Official Employee

 • 

266 Messages

Thank you for working with me today, @user_aa072f. I'm happy we were able to get to the bottom of the trouble you were facing, and determine that there are certain functions in the app only accessible once the account is completely set up. For reference, here are the benefits you'll have access to when starting an account, but before the initial installation is completed. All other account functions will become available once you have services, and billing also won't start until the service is active. If you need anything in the future, we're always here for you!

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

Visitor

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1 Message

9 m ago

I'm having the same issue. Any help would be greatly appreciated!

Official Employee

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441 Messages

Hey @user_906fb4! I'd be happy to look into this for you. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

Visitor

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1 Message

9 m ago

Having this same issue and can't access the messages tab.

Official Employee

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584 Messages

Hi there and hello to you @user_6ac553!  Thanks so much for taking the time to reach out to Xfinity here on our Community Forum to make your voice heard.  No worries!  You have reached out to the right team where we hear you loud and clear, and we are going to get this taken care of for you.  Please feel free to shoot us a private message with your full name and complete service address so that we can take a closer look at this for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3cIDTKf 

 • 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

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

Visitor

 • 

2 Messages

9 m ago

I'm having the same error come up that says "A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later." I've tried logging in at a different computer and location, I've tried the xfinity my account app on Google Play. I've cleared my cache and tried different browsers all with the same results.  When trying the my account app I get "We're sorry, we weren't able to connect. Please try again." Please help! My card expired and I can't log in to set up autopay!

Cheers,

Richard

XfinityKorie

Official Employee

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790 Messages

Hey there, @randomzero1337. We'd be happy to help look into this and get you accessing your account again. Feel free to send us a DM with your name and address. 

 

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person", but don't do that.

Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

• Type your message in the text area near the bottom of the window

• Press Enter or tap the > icon to send it any of those platforms will be able to assist. :)

 

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

Visitor

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3 Messages

no solution

no solution

no solution

no solution

Visitor

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2 Messages

8 m ago

I'm having the same error come up that says "A communication error has occurred. just install service yesterday.

(edited)

XfinityEthan

Official Employee

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929 Messages

I am glad we could get you taken care of with our create ID page. https://comca.st/3o9JbVO

Don't hesitate to reach out if you need anything else. 

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

Visitor

 • 

5 Messages

8 m ago

I am having the same issue. This is what I see after successfully logging in. I am unable to view my bill, change my password, or do anything once logged in. I cannot access my account from the Xfinity mobile app either.

XfinityAnna

Official Employee

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646 Messages

Oh no @user_a9c3ba, I am sorry to hear you have run into this problem. We would be happy to take a closer look at your account and investigate. I am sure working together we will get to the bottom of this. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!  

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

Visitor

 • 

3 Messages

issue not resolved yet

issue not resolved yet

issue not resolved yet

Visitor

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1 Message

8 m ago

Hello, I am having the same issue. Can you help me with this issue?

Visitor

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5 Messages

@user_c8bee1 what ended up being the problem for me was that the Service account for my home address was not linked to my Xfinity ID. My Xfinity ID essentially did not have any service accounts so it would error after logging in. I reached out to customer support via chat (phone would have worked as well) and was able to successfully link the Service account to my Xfinity ID.

The entire process took about 10 minutes to resolve. If you have the account number on hand that will make the process easier, but the agent should be able to look you up with other info like your phone number, email, etc.

Hope that helps.

Official Employee

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256 Messages

Hello, @user_c8bee1, thank you for letting us know you are experiencing this issue with the communications error when logging in. It would be our pleasure to assist. Now, since we will need to dig deeper into this and we will require a bit more information, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 

Here are 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

 

Please let me know if you have any questions or run into any problems. Once we have gotten to a resolution, we will post a resolution when done. 

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

Visitor

 • 

3 Messages

issue not resolved yet

issue not resolved yet

issue not resolved yet

Visitor

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5 Messages

8 m ago

FYI for those encountering this issue:

What ended up being the problem for me was that the Service account for my home address was not linked to my Xfinity ID. My Xfinity ID essentially did not have any service accounts so it would error after logging in. I reached out to customer support via chat (phone would have worked as well) and was able to successfully link the Service account to my Xfinity ID.

If you recently signed up for service and are wondering why you can't access your bill, you may need to have a Customer Support agent manually link your Service account on file to your Xfinity ID.

The entire process took about 10 minutes to resolve. If you have the account number on hand that will make the process easier, but chances are you probably did not because there was a hiccup during signup. Either way, the agent should be able to look you up with other info like your phone number, email, etc.

I hope that helps. And if you ran into this issue and linking the accounts did not help, responding to this message with your solution would be VERY helpful for other people encountering this issue.

(edited)

Visitor

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1 Message

@user_a9c3ba How were you able to speak to anyone? I can't find a phone number and only get online help via Automated prompting, not even a person on the other end? Honestly, I'm probably going to just switch providers at this point. Took 10 minutes to sign up... an hour to try to figure out how to long onto the account. That should never happen.

Official Employee

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823 Messages

Hi, @user_aae4b0. For a number to contact our phone agents, you can call 1-800-XFINITY. We are also here to help you on the forums as well. Were you able to login to the account sucessfully going forward or do you still need assistance with that step? If you still need assistance we can help. I know when customers sign up for our services, typically they need to create an online account unless they had one previously. Please let us know if you need any further assistance and we will be happy to help, and welcome to our Xfinity family. 

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

Visitor

 • 

5 Messages

@user_aae4b0 I essentially just asked for a support agent via chat and the chatbot got me connected. Chatbots can vary between people though, it may depend on how you're asking the question.

(edited)

Visitor

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1 Message

8 m ago

I am also having this same issue, want to activate my prepaid internet but my account keeps giving me that same error, please help.

Visitor

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4 Messages

8 m ago

I am having the same exact issue 

Official Employee

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567 Messages

Hello, @blaginess88. Thank you for your comment. I see that you have created your own post regarding this issue. I will reach out to you there to continue.

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

Visitor

 • 

1 Message

Same issue here... please help...

Official Employee

 • 

604 Messages

Thanks for taking the time to reach out to us. I would love to ensure that we get to the bottom of all of your questions and concerns. Can you provide more details of the issues that you are having logging in? What error message are you receiving? Are you a new customer attempting to set up your login or a current customer and are unable to log in? 

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
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