Skip to main content

    Support

    Offers

U
user_dqhcvt
1st Topic
1st Reply
Conversation Starter

Contributor

 • 

44 Messages

Sunday, April 20th, 2025 3:37 AM

Exhausted, web portal and access denied

I pay $3600.00+ USD anually to Xfinity.

Why do I not have access to web based account functions or email on any browser? I can access the forums.xfinity.com just fine. I can not access connect.xfinity.com, it times out service not available. I can not log into xfinity.com web portal, same issues. It's as if my Xfinity IP address is blocked from access to Xfinity account related sites.

Why does xfinity provide my meta data and history to third parties to show customer's ads. Do I not pay enough money to have an ad free environment and not have to worry about third parties taking my information to do god knows what with it in an Elon Musk database? Show ads to people who don't pay for the abuse we receive as customers, leave us customers to wallow in abuse and despair without ads.

Please do not respond with keyboard macros, canned responses, or fake replies, real answers only please.

Question

 • 

Updated 

19 days ago

 • Edited

35

3

0

XfinityKei

Official Employee

 • 

1.5K Messages

20 days ago

@user_dqhcvt I’m sorry to hear of the frustration this has caused you. Our team is here to help and resolve your concerns for you. Can you try to access the below link to log into your XFINITY account?

https://www.xfinity.com/overview 

 

Are you familiar with our XFINITY App if not it's free to download, and it's also a great way to access your online account and features as well. I have a link from our awesome Help and Support page https://www.xfinity.com/support/ where you can find tons of tips, troubleshooting articles and more for our products and services. This link walks you through how to change your ad and communication settings through our privacy center. 

Here's that link 

https://www.xfinity.com/support/articles/manage-communication-and-advertising-settings

 

 

6

0

user_dqhcvt

Contributor

 • 

44 Messages

@XfinityKei​ no, I cannot log into https://www.xfinity.com/overview as stated in my original post.

I asked specifically about web based access from a browser not the app. As you're aware, xfinity does not have an app for windows. You're certainly not telling me that account access is contingent on downloading an app, are you? If so can you show me where that exists in my contract?

Did you ignoring my advertisements concern?

Like

Reply

20 days ago

0

XfinityMarcus

Official Employee

 • 

1.5K Messages

user_dqhcvt thank you for bringing this issue to our attention regarding your inability to access Xfinity sites. This is definitely a concern we would want to take a closer look at. Please send me a direct message with your full name and complete service address to get started addressing this. 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

 

As for your concerns regarding advertisements, the snippet you provided does not show any additional information indicating this is tied to Xfinity. Was this just an ad you noticed on the side of the screen while accessing the forum?

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

Reply

20 days ago

0

user_dqhcvt

Contributor

 • 

44 Messages

If xfinity won't allow me to log in through the website because their security is so incredibly tight, don't you think sending a direct message to someone with my account information is obscenely not secure. I'm just spit-balling ideas, but there has to be a better way like why don't you look up my account and call me. It shouldn't be that difficult if you're a xfinity employee.

1

1. This happens over and over and over. I have to continually refresh, restart my browsers, reinstall my browsers. It can take 30 minutes to get beyond this page.

2

2. Sometimes I get lucky and my browser actually loads. Mind you this is without any anti-virus, no ad-blockers (because xfinity forces ads on paying customers), no firewall, literally nothing. This is just my computer raw-dogging it to the internet praying xfinity isn't full of malware.

3

3. After I get past the initial page and it looks like the page is going to load it often gets stuck here forcing me to refresh and start the entire process over again.

4

4. Thirty-six minutes later I have access to my email. Personal information removed but of note are the ads on the right side of the screen. You have the option to "hide" the ad until you click on another email and then the ads show back up. Use an ad-blocker and you can't get past step one above. Not only are these ads interest based meaning they read the email and show me ads based on what I'm reading it sends all that information to advertisers. I am a paying customer, please tell me why Comcast is selling my information to third parties? 

5

5. Click the small link that says "Ad infomration" in the lower left below the ads in step 4 above and this page comes up. Give it a read if you really want to be scared to death and the kicker, just try to opt out. You think logging into your email is difficult, that's impossible.

6

6. This is the list of advertisers on xfinity that xfinity gladly shares all my personal information and email information to. It's disgusting and this is to read my email on a private service that I pay for. Tell me someone is taking advatage of me and every customer that signs up for xfinity services because they are forced to if they want internet access. Help me understand this.

I have not taken the time to screenshot the journey into paying my bill because that process can take up to an hour and usually never succeeds online. I am forced to send payment in by the app on my phone which is not what I prefer. Help me understand why I pay this for this abuse and why it is so incredibly difficult to get anyone to help you sort this out. 

(edited)

Like

Reply

19 days ago

0

XfinityAngie

Official Employee

 • 

1.8K Messages

 

user_dqhcvt, to keep your information safe, we have to ask you to send a DM. 

 

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

Reply

19 days ago

0

user_dqhcvt

Contributor

 • 

44 Messages

@XfinityMarcus​ My reply was not directed to you, so this is. Reply above.

Like

Reply

19 days ago

0

user_dqhcvt

Contributor

 • 

44 Messages

19 days ago

Forgot to mention that even while using the web-based access to email or my account it often times-out saying server unreachable. This is a continous problem so please don't think that just because I've successfully logged in anywhere that the service allows me to use the system, features, or services unassaulted.

0

0

user_dqhcvt

Contributor

 • 

44 Messages

19 days ago

It's good to see that customer service is consistent across the entire platform without regard to the access method. No illusion of actual help falsely exists, good job. 👍

0

0

forum icon

New to the Community?

Start Here