1 Message

Sun, Jan 23, 2022 2:32 AM

Account Linking - A communication error has occurred.

I received the message in subject when trying to link my new account. It appears to be a pre-required step to be able to activate my modem with the app (thanks to what I was able to find on the internet). When trying to activate my modem through the app it says "Sorry We're Having Some Trouble" and asks me to contact customer service, which in turn tells me to install the app to activate my modem.

How do I link my account if the website keeps failing? 

Official Employee


485 Messages

4 m ago

@user_cb2849 thank you for taking time out of your day to post about your activation and Xfinity My Account concerns. I am sorry to hear about the trouble! You are in the right place for help. I'll be happy to help you activate your modem.


Please send me a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.


  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message
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