A Communication Error has Occurred.....

 you tried to clear your cache and cookies yet?

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

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 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?

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". 

@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? 

@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) 

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

Same issue as above can view account 

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

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!

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?

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

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. :)

no solution

no solution

no solution

no solution

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. 

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!  

issue not resolved yet

issue not resolved yet

issue not resolved yet

@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.

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. 

issue not resolved yet

issue not resolved yet

issue not resolved yet

@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.

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. 

@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.

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.

Same issue here... please help...

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?