1 Message

Thu, Jun 23, 2022 8:20 PM

Cannot sign into xfinity account. New customer.

Hi I just signed up and purchased an xfinity internet plan. I have not been able to sign in on the web, phone browser, or app. On my web browsers (chrome and safari) I get an error message that says "Hmm, the page didn't load correctly. Try refreshing the page, if the problem persists, try again later" or "A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later". On the app it says "Access not Authorized. You signed in successfully, but you must be an xfinity user to enjoy this service". I've updated my browser, cleared my cache, and tried an incognito window. 

I'm not even sure if my purchase of my wifi plan went through. I tried to search for my account with my phone number and nothing came back. I also never received any charge to my bank or a confirmation email. The only emails I've received from xfinity since signing up are to complete my order. I thought I set everything up already, but I cannot sign in to make sure. 

Accepted Solution

Official Employee


230 Messages

11 d ago

Hi @user_dbf746, thank you so much for reaching out to us today about your new account. I want to thank you for giving us this new opportunity to work with and your family for all of your entertainment needs! You are in the right place and I am happy to assist you with your log in issues you are having. Can you please send me a private message with your first/last name and service address. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

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