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Wravis
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1st Reply

Visitor

 • 

2 Messages

Friday, April 8th, 2022 4:12 PM

Closed

Can't Access Account, Multiple Errors

Any time I try to do anything with my account, trying to set up internet service at the apartment I'm moving to at the end of the month, I get some sort of error that won't let me proceed. This is ridiculous. It's not even the same error each time.

"Sorry, A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later."

"We're sorry. The credentials you have entered are invalid. Please check your credentials."

"Access not Authorized. You are signed in successfully, but you must be an Xfinity user to enjoy this service."


Yes. I cleared my cache and cookies.

Yes, I tried different browsers. Edge, Chrome, Firefox, and Safari.
Yes, I tried different devices.

If I could use a different company for my internet at the place I'm moving I would, because this is absurd.

Question

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Updated 

3 years ago

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This conversation is no longer open for comments or replies and is no longer visible to community members.

Again

Expert

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31.9K Messages

3 years ago

@Wravis 

Are you sure you've signed in as the Primary user?

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
 
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

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Wravis

Visitor

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2 Messages

3 years ago

"This information doesn't match out records".

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CCJosh

New Problem Solver

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452 Messages

This is certainly not the experience that we want you to have when you're trying to set up an account while moving, @Wravis. We will be glad to take a look at this in more detail. To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

To send a direct message [private message]:

  • Click "Sign In" if necessary
  • Click the "Direct Message" icon

or https://forums.xfinity.com/direct-messaging

  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  • - An "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 no longer work for Comcast.

3 years ago

0

user_883c0d

Visitor

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1 Message

I am having this same issue. I have tried to call and use the xfinity chat and cannot access anything. How can I message directly support?

3 years ago

0

XfinityAirelle

Official Employee

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2.7K Messages

Hi there! You would not be able to start a chat here if you do not have access to your online account. However, our awesome digital care team can halp you across all social media platforms like Facebook, reddit, or Twitter. Hit us iup there and we iwll be happy to get started with getting you access to your online account! 

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

3 years ago

0

Chica16

Visitor

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5 Messages

3 years ago

I can’t even get into my administrative tool because I have people running through my Wi-Fi I have an extra Wi-Fi I can’t get the password to it and Xfinity keeps coming here and pick up the cable all wrong and I’m not always out of cable it always goes out and they never reimburse you I’m ready to get rid of these guys they have no clue what they’re doing too many apps too many apps and it anyway to get your information 

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XfinityThomasB

Official Employee

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2.1K Messages

Apologies for any frustration or bad experience. You always have the ability to use your own personal hardware in conjunction with the Xfinity internet to customize the connectivity and variation of port processing. 

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

3 years ago

0

Chica16

Visitor

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5 Messages

3 years ago

And I also have a bridge that I can’t I have ports that are locked and this is freaking crazy expertise never even heard of Base64 it’s you know it’s coded but people are texting through your Internet yeah I have no clue

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