J

Visitor

 • 

3 Messages

Tue, Oct 26, 2021 10:21 PM

Can't access my account on any device or app

Hi! I'll try to be as thorough as I can be here to get accurate advice.

On Saturday (10/23) I moved in to a new apartment, which still had a valid and working Xfinity service. Landlord told me to set up an account for myself.

On Sunday (10/24), at around 11:30AM, I created my Xfinity account, chose my Internet plan, made my payment and everything went well. At approximately 2PM the same day, my Internet service completely shut down, but I attributed that to Xfinity migrating the service from the landlord's account to mine.

On the same afternoon, I tried to turn the router off and on a few times to re-establish connection, without success. I then decided to log onto my account to check what's going on and all I got was this pesky error message (image below**). Every single time, my credentials get accepted and my name appears on the menu bar, but every time I click on 'My account' or 'Change Plan', I get the same error message. No way to access my info, my billing or any status of my account.

Here are the troubleshooting steps I have taken:

- Tried logging onto the mobile App. Credentials accepted but no access to account details.

- Tried logging onto 2 different phones and 2 different computers, using several browsers. Same thing happens.

- Tried resetting my password to a new one yesterday, which worked, but the error persisted.

- Tried the 'Ask Xfinity' feature, which was utterly useless as it only seems to cover user errors, not system errors.

I haven't tried the 800 number yet as a lot of other users seemed to find it as useless as the chat bot.

What are my options now? How can I access my account, or even just know what's going on with it?

I'm still not receiving any Internet service and I'm getting quite frustrated by the whole process and lack of communication.

Any advice would be greatly appreciated. Thanks!

**Error message:

Accepted Solution

Official Employee

 • 

2.7K Messages

3 m ago

Hello, @jm_c11 [Edited username to remove PII]

 

I apologize that the start of your account has not gone as smoothly as we would all like! Our team can help look into the situation to see what we can do to help! Can you please send us a private message with your full name and service address?
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

(edited)

Visitor

 • 

3 Messages

@XfinityMartinB

Thanks Martin, they were able to help me gain access to my account details. 

Official Employee

 • 

805 Messages

I'm so happy to hear that you were able to gain access to the account details! We can't thank you enough for taking the time to reach out to us here on our Xfinity Forums and allowing us to assist you. I hope you have a fantastic rest of your day.

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

 • 

1 Message

3 m ago

I am having this same issue when I try to access varies things on my account. It seems almost nothing on the website works. Also when I try to sign in to the mobile app it keeps sending me back to the sign in page even though my sign in information is correct.

When I go to xfinity assistant and sign in it just keeps asking me to sign in over and over again.

Official Employee

 • 

557 Messages

@user_eb1c8e There is a known issue with the My Account  app at this time. We are aware of it and our engineers are working as quickly as they can to come up with a resolution. Thank you for your patience. 

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

 • 

3 Messages

@user_eb1c8e I used the direct messaging feature on this page to message Xfinity Support and they were able to produce a primary profile for my account, which then allowed me to gain access. It seems like the system occasionally creates new accounts with secondary profiles only, which don't have any access to the account information.

New to the Community?

Start Here