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Milena90
1st Topic

2 Messages

Monday, August 7th, 2023 2:00 PM

Closed

Cannot log into my account

I moved a couple of days ago and ever since I put the move into my xfinity profile, I cannot log into my account anymore. 

I think xfinity has a problem with the two addresses on my account. I tried remedying it by going to this set-up https://customer.xfinity.com/#/settings/account/linked-accounts but the site doesn't load. 

I cannot log into xfinity wifi it says "Your xfinity internet service is not active". When I try to log into the account it just leads me back to the homepage without logging me in. I cannot access my billing of anything. When I try to log into the app it let's me pick the address and then says "Access not Authorized

You signed in successfully, but you must be an Xfinity user to enjoy this service."

My home internet works though and I am being billed. 

Question

 • 

Updated 

2 years ago

430

2

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XfinityWilliam

Official Employee

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1.2K Messages

2 years ago

Hello @Milena90. Please follow this link here https://www.xfinity.com/support/articles/switching-between-multiple-accounts on steps to switch between accounts. Also, when logging into the WiFi, please make sure you are using an account that has internet and is active. 

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Milena90

2 Messages

@XfinityWilliam​ Hi William, I cannot follow those instructions as I cannot access my profile. All of those steps require that you go through your profile. I cannot log into xfinity on a computer or the app. I described the problem and what happens above. 

2 years ago

0

XfinityMartyR

Official Employee

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2K Messages

@Milena90 Thanks for giving that a try, and letting us know you weren't successful. We can take a look at your account, and ensure the transfer went through completely. Please send us a direct message, with your full name, and service address. 

 

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Message" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

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
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

XfinityMartyR

Official Employee

 • 

2K Messages

2 years ago

@Milena90 I'm happy to see your concern has been resolved by reaching out to our Customer Security Assurance Team. Thank you again for reaching out, take care! 

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