U

Visitor

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10 Messages

Thu, Nov 24, 2022 6:55 PM

Cannot Update Credit Card Info

Well - I've been trying for days to update the credit card info in the automatic billing.  They can't help if you call, the app is not working and the website is not working.  It just locks on the screen when you try to login.  When trying to call, you can't reach an agent unless you know some tricks - and then the agents can't even help when they do.  Can anyone answer if the billing website is down or if there is some other way to do this (other than switching providers).

XfinityKei

Official Employee

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163 Messages

2 days ago

Hi @user_04211a, Thanks for bringing your payment concerns to our attention. We truly appreciate you setting up your automatic billing to your account. Have you tried the steps in this link (https://www.xfinity.com/support/articles/setting-up-auto-payments)? It goes over how to set everything up from your end. Through this platform we are unable to set up this service for you however we can certainly troubleshoot, walk you through the set-up and confirm if the changes were saved. Autopay typically takes 45 days to update. 

You mentioned both the app and website are not working. Can you tell us more about what you're seeing?

Are you at least able to log in?

Are you seeing any errors or error messages? 

Visitor

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10 Messages

2 days ago

Nope - we are not even able to login.  The screen and app just lock.  On the app - it shows the cloud with the lightning bolt and the option to "Try Again" or "sign Out".  That's as far as it gets. 

When we go to the website, we click "login" - we can enter user id  password but once we try to click Billing - all we see is the word "Billing" and nothing else ever shows up. 

Visitor

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10 Messages

2 days ago

so the directions don't get us anywhere cause it just locks up on the "billing" word no matter what we do

XfinityKei

Official Employee

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163 Messages

Thanks for letting me know!  Lets start with getting you guys logged in. Can you follow the steps in this link (xfinity.com/username) to locate and confirm you're logging in with the same primary username we have listed on file for you guys. Can you also confirm you're using the most recent version of our app. 

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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10 Messages

Just downloaded the app yesterday - so it is the most recent version.  As for using the link above, it allows us to login using both the user name listed at that site;   as well as the personal email address.  Regardless of which we use, we have the same problem - inability to get to the website

XfinityKei

Official Employee

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163 Messages

@user_04211a, Thanks for letting me know you recently downloaded the app! What do you see after you log int the app or website? Is it all white page,  what happens after you log into the app and website? Can you tell me the steps you're and where you're getting stuck?

Have you tried using more than one device?

If you were to toggle off your Wi-Fi network and use your mobile network? Does the issue persist?  

 

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

Regular Visitor

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9 Messages

I have the same problem.  I was charged a late fee because Xfinity could not do my autopay.  The only way I could fix the problem was ask my bank to use the autopay feature for bill pay.  The money for paying my bill came from my checking account.  No credit card and no Xfinity website access required to pay the bill.  I have spent many hours with Xfinity agents trying to fix this problem.  I have even been told by one agent that he used my credit card information to pay my Xfinity bill -- that agent was not honest with me.

Visitor

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10 Messages

When I log into the app - the first thing I see is a cloud with a lightning bolt with a yellow circle around it.  With a message "your are logged in b ut we are unable to access your account details.  Would you like to try again?".  Then it has a button for Sign Out and Try again.  

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