Skip to main content

    Support

    Offers

U
user_f54170
1st Topic

3 Messages

Wednesday, September 27th, 2023 11:48 PM

Closed

Can't login to website

Whenever I go to the website www.xfinity.com and hit the sign-in button, it just brings me back to www.xfinity.com instead of giving me the option to log in. I tried logging in through the app, but I get a page that says "You signed in successfully, but you must be an Xfinity user to enjoy this service". I've tried clearing cache, restarting my device, using a different browser, but nothing has worked. I am trying to purchase an internet plan, but am unable to do so because of these issues.

Question

 • 

Updated 

2 years ago

 • Edited

152

1

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

2 years ago

Thank you for choosing Xfinty, @user_f54170! I appreciate you sharing the troubleshooting steps you've taken already too. Let's try this, rather than clicking the sign-in button, can you scroll down just a bit on that webpage and try clicking where it says "Shop deals for new customers?" 

It will then populate a new box for you to enter your new address, and you should be good to go from there. Once you order services and finalize that process you'll then be able to create your Xfinity ID circle back to the website and sign in to review your account and service options. Can you please let me know if this info helps and if you run into any issues along the way? Our Digital Care Team is available and can assist with your account creation right here in a private message format. We're here for you! 

3

0

user_f54170

3 Messages

That's the process I originally used to create my Xfinity ID, but I started running into these issues when I tried to sign in to see if the service had been successfully ordered.

2 years ago

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

Thank you for clarifying, @user_f54170! Did you receive your order confirmation email after completing the process? Can you test and see if you're able to sign in with your newly created credentials using this link?

I'd be happy to help take a closer look at your service address, and we can work together to make sure you're good to go with your order, and all set for success being able to log into your Xfinity account. Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
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

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_f54170

3 Messages

Thanks Thomas. I did not receive any order confirmation email, only an email that wanted me to confirm my account's email. I put my username and password into that link and it still just takes me back to xfinity.com, and it doesn't seem like I am signed in since there is still a "Sign In" button in the top right corner of the page. I just send my info over in the direct message.

(edited)

2 years ago

0

forum icon

New to the Community?

Start Here