J

Visitor

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1 Message

Tue, Oct 12, 2021 5:29 PM

Cannot log in to activate modem - "Hmm, the page didn't load correctly"

Hi there,

A couple days ago I created an account with Xfinity to get my house set up with internet. Since then, the Gateway has arrived, but I haven't been able to log into my account. On the app, it just loops back to the login page, and I get the dreaded error when I load it on desktop.

Any help would be greatly appreciated!

XfinityBrie

Official Employee

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400 Messages

16 d ago

Hi @Justice_H, thank you for connecting with us here in the Xfinity Support Forums! We've been made aware of some isolated incidents with this error affecting customers. I can link your account to this. :) Can you send us a direct message so we can link the account and expedite a fix? 

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3oUUYYJ
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

Visitor

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2 Messages

16 d ago

Can I get in on this as well?  I'm having the exact same problem but I don't see any icon in the top right.

XfinityBrie

Official Employee

 • 

400 Messages

Hi there @Zero3ffect83  --absolutely! Can you try this link here for me? https://comca.st/2YI0932

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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2 Messages

Yep that appears to work and the icon now shows in the top right.  Thanks!

Visitor

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1 Message

15 d ago

Hello! I’m having the same issue and need a link as well. I can’t set up anything and need to be able to work over the new connection tomorrow.

Official Employee

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468 Messages

We are more than happy to assist with this. I know how frustrating it is to try and work when you are not able to connect. So I would love to help get to the bottom of this with you. Can you please reach out through private message with your first and last name, name on the account if different and service address?

 

To send a direct message:
 
Please only send a direct message when requested by an official employee--sending a private message when not requested may result in the message being lost given the high volume of requests received daily. 
Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3CniqRJ
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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

Official Employee

 • 

284 Messages

8 d ago

Hello, everyone! Thank you for bringing this concern to our attention! I wanted to include a link that has helped others with this exact issue where the authentication screen goes into a loop instead of logging you in. 

Please try this link and create a new username and this should fix that right up. Please let us know either in a direct message you are already in with us or here through this post if that helped or if you have additional questions. Thank you! xfinity.com/getstarted

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