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retrodata
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Thursday, October 24th, 2024 12:10 PM

ERROR Sorry, this isn’t working right now Please return to My Account Overview while we resolve the issue.

trying to pay bill. this is still an issue. please fix your site

Question

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Updated 

1 month ago

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betteh4

Visitor

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1 Message

2 months ago

Same problem here. Been trying for a week. I "chatted" with someone that told me to clear cache and cookies.  That didn't work but when I tried it in incognito in Chrome it finally went through.  Hope this helps!

4

hevy

Contributor

 • 

95 Messages

@betteh4​ Just tried it, and it worked! Thanks. 

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2 months ago

0

XfinityShawn

Official Employee

 • 

1.1K Messages

 

betteh4 Thank you for sharing that solution! Our community appreciates it. 

 

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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2 months ago

0

user_dfapa0

1 Message

@XfinityShawn​ Does xfinity plan on fixing this or are they just gonna hope people find this thread?

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1 month ago

0

XfinityJamesC

Official Employee

 • 

1.8K Messages

Greetings, @user_dfapa0! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry for the frustration this has caused everyone. We recently updated the account security protocols on our website, and I know some of these changes have been causing browser conflicts for anyone who was previously logged in to the system. Most of these conflicts can be mitigated by clearing your browser cache or using an incognito browser session, but this hasn't been a universal solution for every situation, unfortunately. If you are still experiencing issues logging in, please let us know, so we can take a closer look.

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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1 month ago

0

XfinityJoe

Official Employee

 • 

584 Messages

2 months ago

Good morning, @retrodata I am sorry for any frustration caused by the error you are receiving.  We would be happy to look into this with you. 

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

 

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retrodata

2 Messages

@XfinityJoe​ I appreciate the offer for a conversation Joe but it's not necessary. If you guys would just fix the website so that people can pay their bill without this message continuing to come up that would be help enough. I'm sure you know this has been going on for a while and while it may be caused by a crash of the database due to elevated number of people on the site at one time or whatever the reason is I'm sure there is a solution. One good system administrator could solve the problem in one day. If your servers are being over burdened then simply reroute traffic through DNS so that traffic is rerouted to multiple servers. Pretty sure Xfinity has the funds to pay for some more server space :-) have a great day

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2 months ago

XfinityJoe

Official Employee

 • 

584 Messages

I totally understand your frustration and appreciate you sharing your experience with us. @retrodata I assure you I will share your experience with our dev team, so they can take a closer look. Please do not hesitate to reach out to us here if we can assist with anything in the future. Have an amazing 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

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2 months ago

user_nav5v8

1 Message

Im having this exact issue on both mobile and desktop 

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2 months ago

XfinityOrlandoM

Official Employee

 • 

1.5K Messages

@user_nav5v8

"Thank you for reaching out to our social media team,  it’s great we can connect this way! I understand how concerning it is to need to be able to access the Xfinity app for our Xfinity website. Have you tried uninstalling and reinstalling the app also have you tried clearing the caches and cookies on your mobile device and your desktop or trying different browsers on your desktop to see if you can access our Xfinity website

 

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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2 months ago

0

PlaneJeff

Contributor

 • 

16 Messages

2 months ago

I have this same issue. Trying to pay my bill for the last 24 hours, but I get the same error message. I have tried using my PC with both Google Chrome and Microsoft Edge browsers. Also tried on my mobile device using the Xfinity app. Same results everywhere. If you want us to pay our bill, someone better get this figured out. I am able to view my Xfinity email and look at my Xfinity account without any problem, just can't make a payment. Thank you.

1

XfinityAmandaB

Official Employee

 • 

1.7K Messages

 

PlaneJeff We recently added a new authitication step for payment I would make sure you have a non Comcast email address on file as well as a mobile number for authication.  If you have that on file already send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

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2 months ago

0

user_ugv896

1 Message

2 months ago

Getting the same message too. For over a week now. Fix the error in the bill pay so I can pay my bill!

1

XfinityJamesC

Official Employee

 • 

1.8K Messages

Greetings, @user_ugv896! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues logging in to your account, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

Like

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2 months ago

0

user_f755ni

1 Message

2 months ago

Same issue here. Cannot pay. Cannot add a new payment method. And don't act like this is something new, the same issue happened years ago. The system asks me to authenticate via email or text. I entered the code and then stuck in this loop of authenticating. 

Plus, this customer support infrastructure is ridiculous. The only way is to post here and be invited to send a "direct message?" Useless AI bots. Someone working at Xfinity please see my message, for god sake. 

1

Again

Expert

 • 

31K Messages

@user_f755ni​ we see your message!  And there are no AI bots here.  Everyone that posts here are living breathing human beings.

Have you tried incognito with no extensions on your browser?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

0

starlight2205

Visitor

 • 

19 Messages

2 months ago

Getting the same thing. If I get a late fee because your website won’t let me pay.. lol 

0

aaron71

New Poster

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5 Messages

2 months ago

Same issue, been happening for nearly a week now. My cancellation is TODAY and I NEED TO PAY!! 

I've tried two different computers and both Edge & Chrome as well as my phone through the web and the Xfinity app. 


Same error all around.

Tried chatting with tech support but it just sat at "you're next in line, waiting for a customer service agent" for over a half hour before I gave up.

Your site/servers/whatever are messed up which is INSANE being an internet provider!! 

FIX YOUR SITE

1

XfinityDena

Official Employee

 • 

2.7K Messages

I am sorry to hear of the issue you are having with making a payment @user_aaron71. Are you able to visit a store or call 1-800-266-2278 to make payment over the phone?

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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2 months ago

0

user_i92pxrFletch

1 Message

2 months ago

I struggled with using Chrome. Finally switched to DuckDuckGo and was able to get in and pay. But no guarantees it will work next time; YMMV. Why do I suspect that they are trying to get everyone onto automatic bill-pay? And if it is THIS hard just trying to pay a bill, imagine how hard they must make it to cancel service!

0

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