Visitor
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1 Message
Can't view new account information and billing
I'm purchasing a new home and looking to setup internet. I created an order and went through the process of of creating an account, setting up a technician appointment and payment. After hitting confirm I only received an email for verifying my account there was no email for confirming the appointment or order. I tried to see if anything was underneath my account information or billing. I can login fine but if I attempt to view billing or account information I get an error. If I try to confirm my account via my email or phone number I get an error saying that the information doesn't match. It seems that there was an error with account creation and the order didn't go through.
CCKimberly1
Official Employee
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842 Messages
2 years ago
Thank you for reaching out through our Xfinity Forums, @user_7e0d59. I will be more than happy to take a look and see what is going on for you. Will you please send our team a direct message with your full name and full address?
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SureB
Contributor
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47 Messages
2 years ago
Xfinity's new website is horrible. You can't find anything. You can't get to your pdf bill to see what they are charging you. It was once simple and easy to navigate. Now it's terrible and you get stuck in an endless loop of trying to find something. What you CAN DO is look at all the things they are trying to constantly push and sell you. No way to simply look at your current plan. No way to do that. One should be able to do that quickly and easily. I think the goal is to keep it this way so that Xfinity can randomly and inexplicably add fees. You join their stupid "rewards" program over and over and then it asks you to join it again. They offer 30 days of free MGM+! Then you get a friendly email telling you that it ends in 30 days. Cool, that's great. No strings attached. Then you get another email with this long list of what I guess is your plan and asking you to activate something that you did not ask to activate. It is designed to keep customers confused, anxious, angry and then jump through endless hoops to try and get in touch with someone and then you cannot get in touch with anyone. If you visit a "center" the people in it tell you they have nothing to do with the online stuff. I do not understand why they fluff up their apps with cute little sayings and colors and then make it IMPOSSIBLE TO SIMPLY FIND YOUR FREAKING BILL WITH A SPELLED OUT EXPLANATION. I'm pretty sure this falls under a law of transparency and ensuring that what is being billed is what the customer wants and is paying for. Each and every exchange is an ordeal. Whenever they change their app, it's an ordeal and nothing every gets resolved until a customer goes through endless sign-ins, conversations with numerous people. And forget about trying to get an issues resolved. No one takes accountability and no one within the organization communicates with each other. That way, the customer has to explain over and over and over and over and over and over what the problem is. The hope is that the customer will just give up. I feel badly for the people who work for this organization -- everything comes from the top down so obviously they are doing what they are told and have no resources or ability to do anything, but to say: Unplug, reboot, clear the cache. The app is not working as we want, but "we're working on it!" And I so love all the new pretty colors on the non-working, horrendous horrible app.
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