U

Visitor

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6 Messages

Thu, Feb 24, 2022 2:46 PM

Closed

ERROR Sorry, This Isn’t Working Right Now Please return to My Account Overview while we resolve the issue. Back to My Account

Unable to pay bill, continually receiving the above error message

Tried different browsers as well as the app.  The app gives the error: Bill status unavailable. Your billing info may not be available at the moment, or it didn't load as expected. Please check back soon.

This has been a problem in the past, but when I retried I eventually was able to get in to pay. 

Official Employee

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472 Messages

10 months ago

Good Morning and Happy Thursday!
We appreciate you taking the time to reach out regarding the troubles you're currently experiencing with paying your bill! We'd be delighted to assist and can assure you, that you've come to the right place! Please feel free to join us in a private message using the steps outlined below, and please be sure to include your first and last name, and full-service address so that we can dive right in! 

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

Visitor

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1 Message

@XfinityChelseaA​ this doesn't help anyone experiencing similar issues, which is the whole point of posting on a public forum, as per your signature. What is the root cause, what is the solution outside of direct messaging an employee or calling a phone number to pay a bill we don't even have access to? Why is this still an issue 2 years later? 

Official Employee

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472 Messages

10 months ago

Howdy there, Dave! 👋
Thank you for joining us here, and of course for taking the time to bring this bill pay issue to our attention! I can most certainly understand the importance of needing this to work, as of course, it keeps services going at home for ya! (And I know MY home would be in shambles if we didn't have our service! Ha-ha!)
That said, I know you'd mentioned having this issue on both the website, as well as the application. Have you by chance called our automated system and attempted to process a payment that way? As we have various ways for payments to be processed! 
I just want to double check and see if it's just our online platforms, or perhaps the automated system as well! 

Visitor

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6 Messages

10 months ago

I have not tried calling the automated system to process a payment, but just to weed that out I did use it and it worked fine so it appears to be isolated to online.

Visitor

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6 Messages

10 months ago

I use email address: [Edited: "Personal Information"]

(edited)

Visitor

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6 Messages

9 months ago

Just in case anyone else has this issue and reads this...

The end result of this contact was that I paid the amount due through the IVR (phone), Trying different computers and browsers Firefox, Chrome, Edge and even the Xfinity app all did not work...

As a result a ticket was filed to fix the issue and a promise made to have the issue fixed by next the bill payment.

XfinityRay

Official Employee

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1K Messages

@user_479b6c. Thank you for updating the thread so we can all learn from your experience. I verified that your payment went through. I was happy to see it finally worked for you and apologize it was such trouble. We will reach back out here in a couple of weeks when I see your new statement prints to ensure you can view and access everything. 

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
XfinityRay

Official Employee

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1K Messages

Hello, @user_479b6c. We wanted to check in with you as your new statement should have been printed. Are you seeing that available? Are you able to access the billing section of the app or website as promised?

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

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6 Messages

Hi, Thanks for following up....

Unfortunately, I am still unable to use the website to make payments.

I again tried three different devices - desktop, laptop and phone app, all continue to generate the same error both chrome and edge:

ERROR

Sorry, This Isn’t Working Right Now Please return to My Account Overview while we resolve the issue.

Back to My Account

Official Employee

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773 Messages

We can't thank you enough for your patience and persistence @user_479b6c. We appreciate you trying again. Since this is continuing to happen using our website and app we will need to take a closer look at your account. When you have a moment send your name and service address to "Xfinity Support." You can do this using the Direct Messaging icon at the top of the page. Once we locate your account we will take a closer look at your Xfinity ID, troubleshoot a little, and work with our advanced repair team if needed. 

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

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6 Messages

An update on this issue:

I was about to provide the requested information. but before doing so I decided to try it again, just to see if maybe it would work and it did indeed allow me through to make payment... I wonder if someone maybe took a further look at it after the post and found the issue?

Hopefully this will remain fixed from this point on?

Visitor

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5 Messages

5 months ago

I have the same issue every time I click "Make Payment".

ERROR. Sorry, This Isn’t Working Right Now. Please return to My Account Overview while we resolve the issue.

This has been going on for the last 2 months. It only worked for about a week and stopped working again last week.  I tried making payments using Chrome, Internet Explorer, Edge, all in private mode (incognito), as well as not in private mode. I tried clearing all browsing history, cache, etc. I used my Android phone, both in my home wi-fi, as well as using mobile network. Used the app, too. Rebooted my modem and router. Nothing worked. 

The Infinity ID is also not a problem, I tried checking that, too, using my home address.  

I would like to be able to make regular payments using my online account on the PC. 

Please help. 

This comment has been converted into a post
XfinityBilly

Official Employee

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246 Messages

Hi @user_68e94f. We can set a ticket up to help get this issue resolved. Please send us a private message with your full name and full service address. 

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

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5 Messages

Thanks. I sent the private message.

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