mountain555's profile

Regular Visitor

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2 Messages

Tue, Dec 22, 2020 8:00 PM

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

I have been trying to access areas within my account for the past few days without luck. 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.

Details: I spoke with comcast chat agents and was told by one person they could access those areas so they'd put in touch with another agent. That other agent said it seemed like the site was under maintenance and that I should wait 3-5 days. I've been searching around and it seems like https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Can-t-pay-bill-fro-my-account-says-Looks-like-something-went/m-p/3370343/highlight/true#M34104 & https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Cannot-access-account-information-error-Sorry-This-Isn-t/m-p/3396240/highlight/true#M34540 are similar to what I am experiencing.

 

Thank you for the assistance. 

 

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

Responses

Accepted Solution

Official Employee

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839 Messages

9 m ago

Hi @mountain555 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

Also @mountain555  if you've done any account changes recently, please let us know as that would help us better triage what may be causing this. 

Regular Visitor

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2 Messages

9 m ago

@ComcastJonathan you are my hero, thank you! It's all back to the way it was before this error message occurred. I was able to login and successfully access my bill and account areas.

 

To answer your question, I had not done account changes prior to seeing the error message.


Optional Details: (In order of sequence)
- At one point long ago, I had an active connection to my comcast email (er, the 'Xfinity Connect' area) when I logged into my comcast account
- At some point the connection was lost and I chose to not re-activate it because I did not have any issues paying my bill. (I did not run into that error message.)
- I think a good amount of time passed since the above bullet. I feel I've been able to pay multiple bills since then.
- Last weekend, I saw the error messages

- Yesterday, (I think after I contacted comcast chat agents?) I re-activated the connection to my comcast email in the hopes that maybe that would make the error message go away. But, I still saw the error message.

Thanks so much for your prompt response. I really appreciate it and hope you have a great holiday. Feel free to let me know if I need to know anything else. 

Official Employee

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839 Messages

9 m ago

Awesome thanks for the insight @mountain555, enjoy your services and Happy Holidays!

Visitor

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1 Message

2 m ago

locked out of my account

will not let me sign in. Wants my email. I put up my comcast.ent email; it wants another email. That is it; that's my email . I do not have a google account or gmail. Manwhile, I am locked out of my email, billing and service. Time to get rid of Firedox and/or comcast?

Official Employee

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278 Messages

Hi @user_e31650, sorry to hear about the troubling logging into your account!

 

It sounds like you are trying to log in using the portal is that correct? If so, are you adding the "@comcast.net" to the end? Could you please try without that (so it's just your username) and let us know if that works? If not, please let us know if you already attempted closing out the window and reopening (or closing and reopening the app), trying a different browser, clearing cache and cookies, and rebooting the device completely, so we can rule all of those steps out :) 

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

Having same issue.  Can't access services, manage devices, check out other plans:

Official Employee

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257 Messages

Hi, @user_56dbdc. Thanks for reaching out about your login issue. Can you provide any details that will help work on it?

 

Does it happen on all devices and through app and portal?

Did you have any changes lately or equipment swaps?

When was the last time you successfully logged in?

 

Also in the future, it is better to create your own post with your issue details to better assist base on how our system works. Posting on older threads may not get attention as quickly at times. 

 

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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