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Visitor

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5 Messages

Mon, May 30, 2022 4:43 PM

Cannot access account

I am a new xfinity internet customer and cannot access my account. I am a logged in but every time I try to reach the homepage or access my account settings it says there has been a “communication error” or that the page didn’t load correctly. 

Official Employee

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3.2K Messages

4 m ago

Hi there. Welcome on board! We're glad to have you. 

 

It's frustrating to hear about the error you're receiving when logging in online. If you follow the prompts listed here: https://idm.xfinity.com/myaccount/lookup?execution=e1s1, does it come up with the same username you are already logged in with?

Visitor

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5 Messages

@XfinityMorgan​ Hi. I am moving to the address soon and I purchased an internet plan in advance. When I look up the address I am moving to, it says “we don’t recognize that address”

Official Employee

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3.2K Messages

4 m ago

I see. When/where/how you orignially signed up for a plan, was it over the phone?

Visitor

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5 Messages

@XfinityMorgan​ I signed up yesterday online. I purchased a plan on xfinity’s internet website. I put in my billing information and selected automatic payments. A $1 charge was made to my bank account, so I think the purchase went through. And then I proceeded to create a new xfinity account. I was asked to verify my email address and did. But after that, I couldn’t access my account. It just says I’m logged in.

Official Employee

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3.2K Messages

Got it! That helps a lot. Do you mind following the prompts here: https://comca.st/3awTij5 to see if it lets you create a new Xfinity ID?

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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5 Messages

I put in my information and it says that it doesn’t match your records. But why am I able to log into my account with that information then?

Official Employee

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3.2K Messages

Exactly. Clearly something isn't quite adding up. Just to confirm it doesn't seem to allow you to create a new user ID through the link I provided, correct?

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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5 Messages

That’s correct. I am not able to create an ID through the link that you sent.

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