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Sunday, December 18th, 2022 7:41 PM

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Can't access billing. "A rendering error occurred: Cannot read properties of undefined (reading 'toUpperCase')."

Can't access billing. "A rendering error occurred: Cannot read properties of undefined (reading 'toUpperCase')."
New account, other pages accessible, some of them anyway. Chat throws a "Bad request"

Tried different browsers, different device (phone) which is not connected to WiFi. 

Question

 • 

Updated 

2 years ago

2.5K

14

XfinityArmand

Official Employee

 • 

2.1K Messages

2 years ago

Hi there!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum @user_89a36b!  We are so glad to hear from you and want to help in any way that we can.  No worries! You've reached out to the right team, and we are going to do everything that we can to get things squared away.  Are you accessing your account online or with the My Account app?

0

0

user_307dc6

Visitor

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1 Message

2 years ago

I'm having the same error with my new account

1

CCAaron1

Problem Solver

 • 

954 Messages

Hello @user_307dc6. I am sad to hear you are having issues like this as well, and I would like to see if we are able to get this resolved for you. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

I no longer work for Comcast.

2 years ago

0

user_214b0e

Visitor

 • 

2 Messages

2 years ago

I open my new account today. I am getting the same error when accessing the billing page.
A rendering error occurred: Cannot read properties of undefined (reading 'toUpperCase').

2

CCXavier

Official Employee

 • 

695 Messages

Hello, thank you for reaching out to us. Has your services been installed yet?

I no longer work for Comcast.

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

CCXavier

Official Employee

 • 

695 Messages

Thank you for sharing the additional information, since the account was just opened you will not have any billing yet. Once you do, that portion of the app will work for you. When is your install, so we can check back in on you to make sure all is well with your services?

I no longer work for Comcast.

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

user_8bbd95

Visitor

 • 

4 Messages

2 years ago

I'm having the same issue as OP. My apartment unit already has xfi gateway installed as well. My account app is giving me this message:

We're sorry, we weren't able to connect. Please try again.

5

0

XfinityJamesC

Official Employee

 • 

2.1K Messages

Greetings, @user_8bbd95! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your login, but you have definitely come to the right place for assistance.

 

If you haven't already done so, you may need to attach your profile to your new account by going to https://xfinity.com/getstarted and entering the mobile number you have listed on your account or service order. If this step does not work, please let me know, and I can check everything in my system for you.

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

user_8bbd95

Visitor

 • 

4 Messages

I just tried that. Just got this back:

This information doesn't match our records

Try again or contact us and one of our agents will be happy to help you.

2 years ago

0

CCValerie

Official Employee

 • 

974 Messages

Thank you for giving that a try, @user_8bbd95. We can definitely check things here on our end for you. To get started, please send us a direct message with your full name and service address. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Messaging" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I no longer work for Comcast.

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

CCValerie

Official Employee

 • 

974 Messages

Hi there, @user_8bbd95, thank you for taking the time to reach out to us through our Xfinity Forums. Based on the events you described it does not sound like the order was placed. We can double check that for you, please send us a direct message with your full name and service address. 

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon (upper right corner of this page)

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

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

 • Press Enter to send your message

I no longer work for Comcast.

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

user_8bbd95

Visitor

 • 

4 Messages

Okay, my order has now been placed. I managed to render the billing services page for a second before getting that uppercase error again. 

2 years ago

0

user_376b82

Visitor

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1 Message

2 years ago

I am also experiencing the exact SAME ERROR. Please help. 

1

0

CCMartin

Gold Problem Solver

 • 

2.9K Messages

Hey there, @user_376b82 

 

 

Can you please send our team a private message with your full name and full service address? Lets take a look into your account to see if everything is set up properly. 
To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • 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.

2 years ago

0

user_a38dfe

Visitor

 • 

1 Message

2 years ago

Im also experiencing this! i cannot access my "Billing" information.

1

0

XfinityJosephA

Official Employee

 • 

1.7K Messages

Hello, @user_a38dfe, when you have a moment follow the instructions in the thread to send us a direct message. Just include your name and service address, so we can work to resolve the account issue. 

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

user_c74413

Visitor

 • 

1 Message

2 years ago

I'm also experiencing it while visiting the billing page. Just set the account up today!

3

0

XfinityMichaelC

Administrator

 • 

4.2K Messages

Hey, @user_c74413! Thanks for reaching out to us on the Forums. I apologize to hear that you are having issues with accessing the billing side of the app. If you just set the account up today, it sounds like it is still a pending work order so the billing has nothing to pull up at this time. If you like us to have a further look into this, feel free to send us a DM by clicking the Direct Message icon at the top right of the page, click on the pen and pad icon, and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you!

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

pt_86

Visitor

 • 

1 Message

Same thing is happening for me. HELP

2 years ago

0

CCShan

Official Employee

 • 

443 Messages

@pt_86 Thank you for reaching out. Is this happening on both the web portal and the My Account app for you? 

I no longer work for Comcast.

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

user_3a31f5

Visitor

 • 

1 Message

2 years ago

Help. Same here. What is Xfinity's website so bad?! I'd just like to change my auto payment method. Can anyone comment on how they resolved the issue?

1

0

CCTambrey

Gold Problem Solver

 • 

3.4K Messages

Hello @user_3a31f5
I'm sorry to hear you are also having this issue. We would love to work with you to gather some more information and take a look into this issue with you so we can help you access your billing services again. Can you please send us a DM with your first/last name and full service address? 

I no longer work for Comcast.

2 years ago

0

tmflorida

Visitor

 • 

5 Messages

2 years ago

Same issue... :/  There appears no way to activate my other account that is tied to my main account.  The mobile app doesn't allow switching accounts.  And the website gives this error.  See the screenshot below for javascript error and website error:

(edited)

4

0

XfinityChristy

Official Employee

 • 

1.9K Messages

@tmflorida Thank you for reaching out via our Xfinity Forums. I would be happy to look into this sign in issue you are having with our Xfinity app. Please send our team a direct message with your full name and full address.

 

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • 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

XfinityChristy

Official Employee

 • 

1.9K Messages

We appricate you reaching out about this on our Forums, and I am sorry about the experience you have had over the phone. To make sure I have the right account pulled up and to help get your modem activated, may I please have your name and the primary account owners name if that, is not you? 

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

tmflorida

Visitor

 • 

5 Messages

@XfinityChristy​  Your default answer of DM support isn't good enough.  Support never responds.

2 years ago

0

Again

Expert

 • 

31.4K Messages

@tmflorida​ 

Are you sending the DM to Xfinity Support?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

user_3149d0

Visitor

 • 

1 Message

2 years ago

Hi I'm also having same issue. We just moved to our new address and the screen says error XRE-02022. When I check what issue it is, it says "I'm sorry. I'm having trouble accessing your billing details. You can manage your bill in My account or try again later." When I try to go into the billing on my new address. It gives this "Can't access billing. "A rendering error occurred: Cannot read properties of undefined (reading 'toUpperCase')." 

On the comment you keep saying "Click the direct message icon and Click the "New message" (pencil and paper) icon", but I DON'T SEE any direct message icon anywhere or pencil and paper icon. It seems like this issue appears when one account has multiple addresses attached, but the "Move to New Address" made it look it would transfer smoothly.

1

0

CCMike1

Official Employee

 • 

933 Messages

Hi, I can help. Send me a direct message with your name and address. 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

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

tmflorida

Visitor

 • 

5 Messages

2 years ago

HAS ANYONE GOT THIS FIXED?  IF SO HOW?

3

0

CCZachary1

Problem Solver

 • 

672 Messages

I will need to take a closer look at your account. Can you please direct message me your name and the name listed on the account if different. We will continue through our private conversation.

I no longer work for Comcast.

2 years ago

0

tmflorida

Visitor

 • 

5 Messages

@XfinityZacharyA​ You are not listed as someone that can accept direct messages.  Honestly the support here is kind of a joke.  No reply from XfinitySupport either :/

If you notice below I was able to find a solution which might help your developers troubleshoot the problem.

2 years ago

0

CCKimberly1

Official Employee

 • 

842 Messages

@tmflorida. Will you please send our team a direct message with your full name and full 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 no longer work for Comcast.

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

tmflorida

Visitor

 • 

5 Messages

2 years ago

I HAVE A SOLUTION:   DISABLE 2-FACTOR AUTHENTICATION.   

As soon as I did this, my website errors went away and my mobile app works now too.  

Let me know if it helps!

0

0

user_comcast_error

Visitor

 • 

3 Messages

2 years ago

I'm having the same issue here, tried with online chat but to no avail. 

Can someone help to look into the issue? 

(edited)

0

0

user_977bd9

Visitor

 • 

1 Message

2 years ago

Same rendering error for me. Appears no help from comcast support on this issue. There is no messaging bubble at the top of the page as described in other posts.

(edited)

0

0

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