YWA123's profile

Regular Visitor

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2 Messages

Thu, Dec 17, 2020 9:00 PM

Cannot access account information - error: “Sorry, This Isn’t Working Right Now”

I have been trying to access my account for the past few days, and I am not able to see my account information. I can log in but I get this error message: “Sorry, This Isn’t Working Right Now.” Reloading the page does not work. I cannot access anything except my Comcast email.

 

Thank you for the assistance.

 

@ComcastJonathan , I saw your other forum responses and hope you would be able to take a look at this issue.

Responses

Accepted Solution

Official Employee

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839 Messages

9 m ago

For everyone else experiencing this and needs a fix, please post it here 
Megathread - "You are logged in but we are unable to access your account details" 


Hi @YWA123  give it a try now. There's a backend database configuration mismatch that I've manually set to fix. It should've been set automatically so I'm checking with the team on what caused it. Thanks for your patience!

Official Employee

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839 Messages

9 m ago

Thanks for flagging @YWA123  this appears to be an issue on our end, I've asked our devOps team to triage it as part of a cluster of the same issue a few others are having. Thanks!

Regular Visitor

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2 Messages

9 m ago

@ComcastJonathan  You fixed the problem. I am able to access my account information now. 

Thank you very much for the help.

 

Official Employee

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839 Messages

9 m ago

Great news @YWA123, enjoy your services and Happy Holidays!

New Poster

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2 Messages

9 m ago

@ComcastJonathan 

This issue does not appear to be resolved. I'm trying to access my bill pay area and I get the same error messages as others in this thread.

I have tried 4 different browsers and also deleted alll my related cookies with no luck.

Please check if there is another issue (not the database thing).

 

Thanks.

Official Employee

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839 Messages

9 m ago

Hi @Chas1971, your issue is also part of the larger database issue (we now believe My Account is reading a field in the database that it shouldn't be) so I'm at least setting the field to the correct value to enable you to sign in again, let me know if it's not resolved. 

New Poster

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2 Messages

9 m ago

Hi @ComcastJonathan ,

 My account access is now workingm thank you very much.

I hope you folks will be able to find a larger scale fix for the others having issues.

 

Regads,

Charles.

Official Employee

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839 Messages

9 m ago

Yep, have been haranging the tech team all weekend, but they are back tomorrow during the weekday. Glad it's working now, enjoy your services!

New Poster

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1 Message

6 m ago

I am having the same issue. Have tried different browsers and devices (nothing works). 

It seems like I'm having this problem because of moving my service. I can access my one account but not my primary. Could use some help, thanks! @ComcastJonathan

New Poster

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1 Message

6 m ago

For god sake. Can anyone help? I can;t believe I already spent 5 hours with comcast and they can't figure it out my problem. I called yesterday and the rep said that he was going to modify the boot file on the modem and I think right after he did that, now my account is not showing as I am getting the error. "Sorry, This Isn’t Working Right Now"  I see here that Nathan had resolved the issue. @ComcastJonathan

Visitor

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1 Message

6 m ago

Hi I am getting the same error message too! I just made my account..

Visitor

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1 Message

6 m ago

Cannot access account information - error: “Sorry, This Isn’t Working Right Now”

I have been trying to access my account for the past few days, and I am not able to see my account information. I can log in but I get this error message: “Sorry, This Isn’t Working Right Now.” Reloading the page does not work. I cannot access anything except my Comcast email.

Official Employee

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161 Messages

Hi, @user_184d4d

Welcome to our Xfinity Forums. Thank you for letting us know you are experiencing issues with the account information. I know it is important you do have access to these details. Please feel free to start a chat with us by clicking the "chat" icon, and then contact Xfinity Support. Please do not try a certain name as it will not work. Only Xfinity Support will work :) When doing so, also include your full name and the full service address. 

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

2 m ago

Good Evening @ComcastJonathan I am experiencing the same issue im logged in however I get a error message when I want to see my bill details, Sorry, This Isn’t Working Right Now error comes up

Official Employee

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277 Messages

Hi, @BrysonR. I see you, and others, are still having issues accessing your My Account portal. I know we are aware of the hiccup, and we have customers reporting they can now get access. With that said, I understand you haven't seen an improvement.

I ask that you reach out privately, so we can cover the details of your situation. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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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