U

Visitor

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6 Messages

Monday, July 3rd, 2023 4:05 PM

Closed

Can't access billing or account info after login

I login into the website, but if I try to go to billing, account info, etc., I keep being asked for my password.   If I do reenter it, I just get asked again and again. Chat and automated call-in system are both worthless.  They just keep resetting a modem and telling me I will get a call back before hanging up on me.  No one ever calls.  I can never get to an agent. I have cleared cache and cookies repeatedly.  I have tried Firefox and Edge.  I have wasted hours on this issue over the past three days.  All I want to do is access my e-statement as I have done for many months now.  Ridiculous customer support!!!

Official Employee

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4.1K Messages

2 years ago

Hello @user_2a0664! We appreciate you taking the time to reach out on our Forums page. It's upsetting to hear about your experience working with us thus far in trying to correct this online account issue. As an avid user of the Xfinity app myself, I do understand the importance of accessing your account information online. I promise my team is here to help, and we will definitely get this figured out. 

 

Based on everything you have done thus far, it would be best to further look into this on our end. Please send us a Direct Message to better assist. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message 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

Visitor

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6 Messages

2 years ago

Hopefully this won't be a duplicate message.  I see forum messages from last year that Xfinity was planning to kill the xfinity.com website.  Is this my issue?  Has Xfinity stopped supporting the website as on 7/2/2023?

Official Employee

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4.1K Messages

@user_2a0664, this is a great question! The My Account app was retired on April 26, 2023. The features and functionalities that allow you to manage your accountview and pay your bill, and troubleshoot Xfinity products are now available in the Xfinity app. Please follow this link My Account App To Be Retired in 2023 - Xfinity Support, for more information. To access the Xfinity website, can you please try following this link https://www.xfinity.com/manage-my-account?

I did respond with this information in our Direct Message as well, but please let us know if that helps. We're here to support 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
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