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Visitor

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1 Message

Sunday, September 12th, 2021 1:28 PM

Closed

Error when trying to link accounts online

I recently moved out of my parents' home into a new apartment and got my own Xfinity plan. My family had used my phone number for a different account, but I was able to have my new account under this phone number as well. When I go to link this new account online, I see an error message after verifying my phone number and my apartment's address. 

The error message says: A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later." This message will not go away despite me refreshing and retrying multiple times.

I tried chatting via text and calling an agent, and no one has been able to help me add my current account. Can someone help me resolve this issue?

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Expert

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111.5K Messages

4 years ago

Concern moved here to the proper help section, and for greater exposure to actual Comcast employees for assistance. 

Official Employee

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923 Messages

4 years ago

Hi, @user_329423. There are a few things to try right off the bat such as going into an incognito browser. Are you getting this error when signed into your primary account under settings, or where are you at when that error appears? 

Visitor

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1 Message

4 years ago

Same issue.

received "communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later." when I tried to link my home internet account.

Not in incognito mode at all.

Official Employee

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2.1K Messages

Thank you for reaching out to our community forum with questions about linking your account, @shne72! You've reached the perfect place for help and we'll make sure to get this taken care of for you :). Are you using the instructions here to link the account? Are you the Primary profile on the online account? 

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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1 Message

3 years ago

I couldn't link back in 2019, I went w RCN. Then I got comcast again in 20, tried to link, couldn't, went another year w RCN. Same in '21.

So, we are in 2022 now.....and I just bought a place that offers only Comcast service...Comcast said "yeah, just link your business account w your new residential account so you'll see both with one log in.

And guess what.........I get the same Communication Error that I got in 2019, 2020, 2021.

It's a known issue and evidently doesn't scatter high enough on Comcast's radar to have them get their coders to fix it.

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