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jared8844
1st Topic

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3 Messages

Sunday, May 10th, 2026 1:13 AM

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Account not allowing access

Hi! I am attempting to purchase xfinity internet services for my new apartment. I created an account, went through the selection process, and then on last step it showed an error. Now when I try to click "account and identity", view my plan to see if the subscription went through, or any of the drop-down menu options, it shows the same error message "

Something unexpected happened.

Try refreshing the page. If the problem persists, please check back later."
For troubleshooting, I've tried: clearing cache, incognito mode, different log-in (email, phone), different browser, all same result. I saw the thread https://forums.xfinity.com/conversations/signin-and-account-management/account-problems/689a15ad952bca5c4fb56eb4 and it looks like the exact same issue as mine. I'm not sure if it's because I've had an xfinity account in the past. Please help, thank you!
Best,
Jared

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1 hour ago

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XfinityShawn

Official Employee

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2.4K Messages

4 hours ago

 

jared8844 My team can help with your account access concerns today. How long ago has your previous account been disconnected for? 

 

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XfinityShawn

Official Employee

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2.4K Messages

@jared8844 My team can look into this further on our end, and we will be able to check if an account was made or not.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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.
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3 hours ago

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XfinityShawn

Official Employee

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2.4K Messages

1 hour ago

@jared8844 It was a pleasure helping you make an account today, and getting you on a pretty awesome promotion. Take care, and have a great day. 

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