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user_i2sp7k
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6 Messages

Monday, June 24th, 2024 10:51 PM

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Can login to xfinity.com, but cannot access billing, mobile, rewards, etc.

I recently modified my internet service from using my own modem to using a leased Xfi gateway.  Since activating the new modem, I can no longer access account information such as billing, mobile or rewards.  I get the message "Something unexpected happened."  I have reset the modem, cleared cookies + cache, tried multiple browsers, used the app, used my wireless service, etc.  I have tried to go through online chat and they were not helpful.

Question

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Updated 

10 months ago

118

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0

Accepted Solution

user_i2sp7k

6 Messages

10 months ago

Just wanted to follow up on this post in case someone else has this issue.  The error message is very generic and could be caused by a number of issues.  In this particular case my account got marked as a Business Account and Tier 2 support had to get involved to change it back to Residential.

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XfinityLinda

Official Employee

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1.8K Messages

10 months ago

Thank you for connecting with us here in our community, @user_i2sp7k, about the trouble accessing your billing on www.xfinity.com. Sorry to hear you are experiencing this issue. It sounds like you have done quite a bit of troubleshooting. We appreciate you sharing what you have done so far. Are you attempting to log in with the Primary or Manager Xfinity ID? If not, you would not have access to options such as billing or Xfinity Rewards.

(edited)

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user_i2sp7k

6 Messages

@XfinityLinda​ Yes, I am connecting with the Primary ID.  I have been an customer for many years, and this only started 3 days ago on Friday when I activated the new modem which would have caused a service change.

10 months ago

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XfinityVictor

Official Employee

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1.3K Messages

 

user_i2sp7k  What browser are you using to access the account information?

 

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
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

10 months ago

0

user_i2sp7k

6 Messages

I've tried Chrome, Firefox, and Safari.  I've tried this on a PC, Mac, and iPhone.

10 months ago

0

XfinityVictor

Official Employee

 • 

1.3K Messages

Have you cleared the cache and cookies from any of the browsers used?

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
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

10 months ago

0

user_i2sp7k

6 Messages

@XfinityVictor​ Yes as stated in the original post.  Also tried the wireless network from phone, and same error.

10 months ago

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XfinityRichard

Official Employee

 • 

1.8K Messages

10 months ago

It was a pleasure, @user_i2sp7k working with you in private and getting you taken care of. Please don't hesitate to reach back out if you ever have any further questions or concerns, we'll always be available to assist you.-Richard

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