M

Visitor

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4 Messages

Fri, Apr 2, 2021 1:34 AM

Can't access account and billing info

After logging in and accessing account and billing, I get an error that says "sorry, this isn't working right now". I haven't been able to access my account info for months now. This error is constantly given. Reloading the page does nothing.

I tried talking to customer service on the phone, and they told me it would be fixed but it wasn't. 

Any suggestions?

Responses

ComcastKaitlan

Official Employee

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100 Messages

1 m ago

Hello, @Mia73; I'm sorry to hear about the error being received while trying to log into the My Account app! Have you recently moved?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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4 Messages

1 m ago

Hi @ComcastKaitlan ,

No, I've been in the same house, with Comcast, for years.

Official Employee

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76 Messages

Thanks for letting us know! Are you logging in with the primary username?

I am an Official Comcast Employee.
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Visitor

 • 

4 Messages

1 m ago

Yes, I only have one user on the account.

Official Employee

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100 Messages

Oh no, this certainly sounds like a frustrating experience. Can you tell me what troubleshooting steps you have tried so far? We don't want you to feel like your time is not valuable. I know working together we will get to the bottom of this. 

 

Please try these steps first:

 

Clear your cache and cookies

 

Logout of your account (using the logout button) and log back in

 

Uninstall and Reinstall the app (if using the My Account App)

 

Restart your modem

 

If these steps do not work, we may have to dig a little deeper. I appreciate your help with this process. 

 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

 • 

4 Messages

1 m ago

I have tried all of these steps at various times throughout the months, to no avail. I've used both the website and the app, neither work on any device. 

Official Employee

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77 Messages

I appreciate you letting us know what you've already tried in the past. I'd like to take a deeper dive into this with you.

 

Please send us a Live Chat with your first and last name as well as your service address so we can assist. 
 
To send a Live Chat, click the Peer to Peer chat icon at the top right of the page and enter Xfinity Support in the "To" section of the chat. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

 • 

1 Message

@Mia73 try using a different web browser to login. I wasn't getting past the 3 blinking dots on black background on any computer using Firefox. I was able to login when I tried it with Microsoft Edge.

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