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user_54f6cc
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Visitor

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3 Messages

Thursday, June 26th, 2025 2:48 PM

Every page I try to access while logged in says "ACCESS DENIED" and cannot reach a human being

I cannot access any part of my account, and cannot speak to a human being.

I just want to see my bill, and access my router information and every page gives me the same message:

Access Denied

You don't have permission to access "http://www.xfinity.com/sitecore/api/learn/neptune/customer/existing/postauth?" on this server.

Reference #18.509c617.1750949213.1fe1ab86

https://errors.edgesuite.net/18.509c617.1750949213.1fe1ab86

I am using Google Chrome.  I have tried Firefox and Explorer.  I do not have an adblocker.  I have reset my modem.  I am not on a VPN.

I have tried flushing my DNS in ipconfig.

I can access my account in incognito mode, but it says I have no internet and my modem is not connected.

I have tried to access via the app and the app says I need to update, and the Play store says the app is already updated.

I CANNOT ACCESS MY ACCOUNT. 

Question

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Updated 

2 days ago

 • Edited

16

1

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XfinityJosephA

Official Employee

 • 

1.8K Messages

3 days ago

Hello, @user_54f6cc our team will always do all we can to help you. Are you able to let us know if you can browse the internet? I want to confirm if this happens on every webpage or if this only happens when trying to sign into www.Xfinity.com or the Xfinity app. 

3

0

user_54f6cc

Visitor

 • 

3 Messages

Only Xfinity, no other sites.

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3 days ago

0

XfinityJosephA

Official Employee

 • 

1.8K Messages

user_54f6cc let’s take a closer look at the username you're using. We’ll want to make sure it's active. When you have a chance send us a direct message. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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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3 days ago

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user_54f6cc

Visitor

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3 Messages

I just sent a message.
I deleted the cache all the data on the app on my phone, then uninstalled an reinstalled, and that worked.
I was able to log in with my username and password, but am still blocked on Xfinity's website.

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2 days ago

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