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user_817810
1st Topic

Visitor

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3 Messages

Tuesday, January 18th, 2022 1:22 AM

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Cannot access My Account on Xfinity Website (A communication error has occured.)

Hi, I have been trying to log into the Xfinity website and check my account info. But every time when I clicked "View My Bill" or "Account Setting", the website redirects me to the log in page. I will then type my password and try logging in again, but then the system will tell me a communication error has occurred, and redirect me back to the log in page. It is like an endless loop, and I was unable to perform any function using the website. Can you please help fix my problem asap because I need to schedule a move very soon. Thank you very much!

Question

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Updated 

3 years ago

1.2K

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XfinityMarcos

Official Employee

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2.4K Messages

3 years ago

Hello, @user_817810, I'm sorry this website issue has stopped you from setting up a transfer order. I love that Xfinity gives everyone so much freedom with self-service options, so I get it. I always like to take advantage of things like that and do it on my own to save time. I can definitely help you with both of your concerns. Are you having this issue with any other devices or browsers? Can you confirm if you get the same login issues using the My Account app? 

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user_817810

Visitor

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3 Messages

@XfinityMarcos Thanks for your response. I tried logging in to the Xfinity iphone app, or logging in with a different browser. I could not even sign in. When I tried, the "Error 500 - Internal Error" message showed up. 

3 years ago

0

XfinityMarcos

Official Employee

 • 

2.4K Messages

@user_817810 I appreciate you taking the time to update me on the steps you've already taken to troubleshoot this issue. I can imagine what a pain this has been for you, especially with the timing of your move, so we'll find a fix for you one way or another. Have you tried to clear your cache/cookies and then try logging in again through the browser? For the app, can you try deleting the app, reinstalling it, and logging in?

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

3 years ago

0

user_817810

Visitor

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3 Messages

I tried both. The same error still occured.

3 years ago

0

XfinityAmandaB

Official Employee

 • 

2.4K Messages

Thank you #user_817810 for giving that a try! Next I would recommend double checking the Xfinity ID you are using to login. You can check your Xfinity ID here https://comca.st/3GHIuK4

Once you confirm you are using the correct Xfinity ID go ahead and try once more after clearing all saved login information and entering both your Xfinity ID and password manually. If you still run into the same error I would definitely recommend letting me take a look at my end for you. 

 

If you could send over a message with your name and the address for your account I would be happy to help!

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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

 

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

3 years ago

0

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