Visitor
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10 Messages
Cannot access my account - I can 'sign in' (sometimes) but it doesn't populate
Hello,
I have been having trouble accessing my account to manage ever since the beginning of May, when I submitted a notice that I would be moving. My account had been working all right prior to this.
Here is what happens:
On the website: I log in with my credentials. Sometimes, I get a text verification and other times, I don't. Either way, I get spat back out to the home page with the Sign In still there. Screenshot (see top right): 
Possibility two: I get a black forever loading page that never loads. See video capture - https://i.gyazo.com/c568fd489a56f60bbae3d0ed24f51689.mp4
This happens no matter what browser I use, no matter what device I'm on. I've also tried on Private Tabs on both Firefox and Chrome on my desktop, laptop, and mobile phone.
On my Xfinity app on my phone, I log in and get an "Access Not Authorized - You signed in successfully, but you must be an Xfinity user to enjoy this service" error - I have been an Xfinity user for over a year, my dude.
The end result is that I literally cannot do anything - no management at all - with my account.
This has been happening since the beginning of May. I have since moved to my new place. My internet does work with existing devices that had already been linked with the network that I moved with me - I have been having trouble getting the Nest Thermostat in the new place to recognize my network (new device).
I have been on an exceedingly frustrating journey to try and get this matter resolved, totaling about 10 hours both on the phone and with Live Chat agents, perhaps bounced across about 7 different people, 3 different departments, and "escalated"/"prioritized" at least twice. I have taken and followed their suggestions at least twice. The following are actions I recall them doing or asking me to do:
Resetting my password (done at least 4 times across different agents) - the password never quite completes? Every time I do a password reset, I end up on this page: 
Though when I use the new password to 'log in' like to talk to Live Agents, it does work? I just can never see anything on my account.
They have "unlinked" my old address' account at least twice, where I had to wait 1-2 hours for the account to 'migrate' over.
I tried to log in from 'customer.xfinity.com' and from 'xfinity.com/settings' or whatever to those pages I already showed. It fails.
I have uninstalled/reinstalled the app and restarted my phone.
I have tried, as I mentioned earlier, to log in from Incognito/Private tabs. I have cleared cache.
Most recently, I have had agents tell me they are escalating me and Xfinity will call me back - in 24-48 hours (they never did) on 6/14/23 and then again in 24 hours just yesterday (6/20/23). I asked that they call between 1-2 PM when I know I'm home; I am still waiting in the window but I am writing this post just in case I hear nothing again as I am becoming more and more hopeless.
The agents have told me I have an "error" on my account and sometimes I get notice about having multiple accounts linked to my Xfinity ID (I have both internet and mobile) - though I personally have no way to do anything about it because I can't fully log in to manage anything. I have followed -everything- they asked me to do, multiple times, to no avail.
Please, for the love of all that is holy, I need help. I have two ticket numbers if needed. The number of hours and runaround I've been getting has me angry just thinking about it and I'm close to dumping Xfinity for another service if they can't get this right.. and possibly waive my coming bill, because they sure [Edited: "Language"] can still take my money through the AutoPay that I can't stop. :/
Thank you for any guidance.
XfinityRay
Official Employee
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2.4K Messages
2 years ago
Good afternoon, @user_c17bc2. Thanks for taking the time out of your day to reach out for assistance. I apologize that you have not been able to login since you moved. By what you have described your login is going to your previous address/account and not your new one. You can check for a User ID at your new address using our ID Lookup Tool. You can link the 2 accounts together and use the same login. Please let me know if this helps or if you have further questions. We want to ensure this gets resolved so you can access your account online.
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XfinityRay
Official Employee
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2.4K Messages
2 years ago
The website and apps will do that if it is leading to your previous account. Let me go ahead and take a look at your account from here. I am good at getting to the bottom of this issue and won't let you down.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_c17bc2
Visitor
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10 Messages
2 years ago
Update: Issue still unresolved after a DM exchange with two different employees. I was told the window should be 24-48 hours and they will monitor and contact me by tomorrow.
Will keep this thread posted...
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user_c17bc2
Visitor
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10 Messages
2 years ago
Another agent tried to help via DM. Got me to do things I tried before like I haven't already verified everything I tried didn't work. Still no resolution. Told to continue to wait for Tier 2 support. :T
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user_c17bc2
Visitor
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10 Messages
2 years ago
Pretty sure I'm now outside of the 48 hour window and no one from the Tier 2 team has contacted me.
Again.
:)
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user_c17bc2
Visitor
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10 Messages
2 years ago
Update: Two other agents tried to help in DMs and got me to, once again, try things I either have already done or that I cannot do due to being locked out of my account. While I am thankful people are responding to me, I am uncertain if they are reading the documentation in the forum post of the things I have repeatedly tried and did not work.
Tier 2/Advance team still has not contacted me. It's been over 96 hours total since I've been told to wait for them twice in up to 48 hour windows.
For perspective, I initiated contact with customer support about this issue over the phone back in 6/9/23. I had spent over 4 hours talking to various agents then before being too exhausted to continue and picking up again in bursts in the days ahead.
(edited)
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user_c17bc2
Visitor
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10 Messages
2 years ago
It has been radio silent on Xfinity's end.
This is ridiculous.
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