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user_4lwiit
1st Topic

7 Messages

Tuesday, November 5th, 2024 6:18 PM

Cannot access xfinity account

Hello, 

I just purchased a plan for my new apartment and tried to sign into my Xfinity account on both the app and online. Both times, I received a message saying, "Access not Authorized: You signed in successfully, but you must be an Xfinity user to enjoy this service." I have tried multiple times through both the app and online, but have not been able to login and confirm that my order went through.

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18 days ago

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XfinityEricB

Official Employee

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1.7K Messages

18 days ago

 

user_4lwiit After you placed your order, did you set up a login here xfinity.com/getstarted for the new account? Once you set it up there, you should be able to access the account order right away. 

 

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user_4lwiit

7 Messages

@XfinityEricB​ I tried setting it up and got a message saying that the information did not match Xfinity's records. I tried setting it up with both my mobile number and social security number and neither worked. 

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18 days ago

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XfinityEricB

Official Employee

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1.7K Messages

 

user_4lwiit Have you had an account with us in the past you were using the current information on for a login? That error normally means you already have a login for a different account at another address. 

 

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.
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18 days ago

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user_4lwiit

7 Messages

@XfinityEricB No, I haven't had an account in the past at a different address. I have tried to purchase a plan several times (I couldn't get a confirmation email and followed advice from another post on this forum that said to try purchasing a plan again and see if the confirmation email shows up), but when I completed my last order request, I linked my accounts and got an email confirmation that they were linked.

(edited)

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18 days ago

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XfinityBenny

Official Employee

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643 Messages

@user_4lwiit Got it, and thanks for submitting that order plus linking the account. Let's make sure you create the user profile using this Create an Xfinity ID link that I found for you. Use that now, and then let me know if you can view your account info successfully.  

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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18 days ago

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user_4lwiit

7 Messages

@XfinityBenny I just tried that link with both the social security and the mobile option. Neither worked, and I received a webpage saying that my information doesn't match Xfinity's records.

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18 days ago

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