Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_813690
1st Topic
1st Reply

Visitor

 • 

2 Messages

Friday, August 12th, 2022 5:38 PM

Closed

Cannot Access my account, or create new account

After signing in to Xfinity, I try to click on any tab like "My account" or "Change Plan" etc. it serves me a "hmm, this page didn't load correctly". I tried making a new xfinity ID with the same phone number as that was one of the solutions someone found in the forums, however, xfinity will not let me do this (I believe I actually successfully did this one time, but now cannot) as xfinity serves me a message that says "This doesn't match our records".

I am trying to buy service for a new house that I am moving into in two weeks, I am trying to give Xfinity money, however they are making it incredibly hard because I cannot get into my account. Even the online support chat line does not help because it requires me to sign in to get help, but I cannot actually sign in.

Question

 • 

Updated 

2 years ago

5K

3

0

Was this helpful?

user_813690

Visitor

 • 

2 Messages

2 years ago

I should note that I have been experiencing this problem for multiple days, so I would like assistance as soon as possible, this will not relieve itself

1

0

CCShaina

Problem Solver

 • 

393 Messages

Hello @user_813690 and thank you for bringing this concern regarding logging into your account online at the Xfinity website to order services to our attention here at the Xfinity Community Forum. I do see that you have sent us a private DM in addition to your post here, and would be glad to further assist you there with details about your Xfinity ID.

In the future, 

please note that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of our Forum Guidelines. You must first create a public post requesting assistance and, once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so.

I no longer work for Comcast.

2 years ago

0

user_d77563

Visitor

 • 

4 Messages

2 years ago

I have a similar issue. I am a new customer and created a new Xfinity ID this morning. I can access https://my.xfinity.com/, but when I click My Account, it says "

Hmm, the page didn't load correctly

Try refreshing the page, if the problem persists, try again later."

8

0

CCFelicia

Problem Solver

 • 

311 Messages

Hello @user_d77563 we're very sorry that you've also encountered this error message.

 

When you access our URL link shown below does the system recognize the user ID that was created this morning, shows active or exist?

 

https://comca.st/3d9LENk

I no longer work for Comcast.

2 years ago

0

user_d77563

Visitor

 • 

4 Messages

That brings me to a page that says "Lets create your Xfinity ID" and then asks for my phone number or social security number.

2 years ago

0

XfinityOrlandoM

Official Employee

 • 

1.4K Messages

@user_d77563  awesome, that is where you want to be if creating your Xfinity ID as when y created the order you had to either enter you mobile number or you SSN, what’s happens after you pick one of those options?

 

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

2 years ago

0

user_d77563

Visitor

 • 

4 Messages

I tried going through with my phone number. It sent me the verification text, which I entered, but then it said "This information doesn't match our records."

2 years ago

0

XfinityOrlandoM

Official Employee

 • 

1.4K Messages

That means that number does not match what on file. -Orland o

 

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

2 years ago

0

user_757db3

Visitor

 • 

1 Message

2 years ago

I'm having the same issue as the above. Whenever I try to access "My Account" I receive the "Hmm, this page didn't load correctly" prompt. Refreshes, new browsers, and incognito mode did not resolve the issue. The Chatbot recommended creating an XfinityID. I tried this twice and received "This information doesn't match our records". I just signed up a day ago, and have the 'Verify your email' email that was sent when I created my account.

Any help would be appreciated as I cannot see my account, bills, or orders.

1

0

XfinityJaxie

Official Employee

 • 

292 Messages

Hello, @user_757db3, thanks for bringing this to our attention. That is definitely not the experience that we want you to have, and it would be our pleasure to assist! Since we are going to need to discuss this in more detail, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

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

2 years ago

0

forum icon

New to the Community?

Start Here