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xqiu
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Visitor

 • 

3 Messages

Wednesday, September 1st, 2021 1:54 AM

Closed

Hmm, the page didn't load correctly

Hey there, every time I login in the xfinity website, I cannot access my account. The page (https://customer.xfinity.com/?beta=1) shows only

Hmm, the page didn't load correctly

Refresh page

However after click reference page, the page doesn't show any changes. I thought this is because I didn't set up the two-step verification. However, I cannot use both options from the page from https://www.xfinity.com/support/articles/enroll-2-step-verification because I cannot access the account information. 

Please help!!!!

Question

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Updated 

2 years ago

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Accepted Solution

XfinityBrie

Administrator

 • 

663 Messages

3 years ago

All,

 

We've been aware of a known issue with the 'login loop' for some time, and while engineers have been working on a more permanent fix moving forward, they've approved a work-around that seems to work for most customers:

 

  1. Access this support article here to create a new Xfinity Username: https://comca.st/3kKzvyJ or alternatively go directly to https://comca.st/3oA3LgV
  2. Follow the prompts to create your username using your information
  3. When prompted, click the option to 'link accounts'
  4. This should allow you access into the account

If you're experiencing issues after this still, please contact us via Direct Message on the forums so we can link the account to the incident. The more accounts we can link to the issue, the better it is for the incident management teams to get a scale of the issue.

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3oz1nai
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

 

Link this thread in your message as well if requested by the agent.

 

This comment was created from this reply

17

user_01fbe6

Visitor

 • 

1 Message

@XfinityBrie I just created my Xfinity ID for a new account today (12/29/21) after purchasing internet services (beginning 1/8/22). I tried to log-in after creating my ID and am hitting the same "Hmm, the page didn't load correctly" issue. Because of this, I have no way of confirming that my order went through or the internet plan is correct.

I followed all the steps outlined above in your response, but was unable to create a new User ID. I also do not have an option for "Direct Message" to log this issue, as suggested secondarily. As a third attempt, I downloaded the mobile app, but after signing in, got a message saying "You are logged in but we are unable to access your account details".

How can I resolve this?

(edited)

3 years ago

0

CCEdgardo

Problem Solver

 • 

513 Messages

Hey there, @user_01fbe6. Thank you for commenting on the post. We can certainly look into this issue for you. We would need you to direct message us as we are unable to assist without your account information and we will never ask for it through public forums. Is there no message icon on the top right of the screen? 

I no longer work for Comcast.

3 years ago

0

user_0b6b28

Visitor

 • 

2 Messages

Hello, perhaps your web design has changed, but it is unclear what you mean by "icon at the top right". The only icon I see at the top right when I sign in is for my forum account, and I do not see any option to create a direct message from that menu (only "view profile, profile settings, and sign out"), and following those does not provide a messaging link either. And the link you provided must have expired because it just leads to a 404 page not found. 

I seem to be experiencing the same "login loop" as other users, but I also cannot figure out how I am supposed to direct message support to help me with this problem. To add insult to injury, I am experiencing this problem while trying to set up my modem, so am only able to access this forum over a mobile hotspot. 

3 years ago

CCJennifer

Problem Solver

 • 

743 Messages

Hello @user_0b6b28! I'm sorry to hear you're having trouble accessing your account online and with sending us a direct message. Please let me know if you're still having trouble. 

 

To send us a direct message, "Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 


• Click "Sign In" if necessary

 


• Click the "Direct Messaging" icon or https://comca.st/3HFK9QA

 


• 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

I no longer work for Comcast.

3 years ago

0

user_05bca5

Visitor

 • 

1 Message

Hello, I am having trouble finding the Direct Message icon. I only have the account dropdown menu, xFinity mobile icon, voice icon, xFinity xFi icon, xFinity Home icon, xFinity Stream icon, and Email icon. There is nothing that says Direct Message and all of these icons I have lead to the same error message. I am a new customer, and I just want to check to see if my order has gone through. This is incredibly frustrating! I have tried logging on several times since I created my account and ordered a service 3 days ago; I have even tried on different computers. Every forum I find does not answer any of my questions and can only find people being directed to message xFinity directly, but that is not an option for me. If this cannot be resolved I would like to be refunded and cancel my services so that I can find a more helpful service provider.

3 years ago

XfinityPeterH

Official Employee

 • 

1.5K Messages

3 years ago

Hello @xqiu and thank you for reaching out to us for help with accessing your Xfinity account online. Not being able to gain access to you online profile would be frustrating and never something we want you to deal with. I know how important my online account is since I use it almost daily, so I would be reaching out looking for help too.

 

You are in good hands with our team of experts as we are in this together till the end! Getting started are you having this issue with all forms of access (PC, Tablet, Smartphone)? 

0

0

xqiu

Visitor

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3 Messages

3 years ago

yes I cannot access it from multiple computers and different browsers (chrome or safari) 

1

XfinityPeterH

Official Employee

 • 

1.5K Messages

Thank you for the confirmation. I presume you have already tried the basic troubleshooting steps such as power off the device power them back on, checked your internet connection, cleared cookies and cache. By any chance are you able to gain access to your profile by using our awesome Xfinity App on your smartphone? 

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

3 years ago

0

xqiu

Visitor

 • 

3 Messages

3 years ago

of course I tried those basic things. I cannot use the App because the my phone is too old 

1

XfinityPeterH

Official Employee

 • 

1.5K Messages

Thanks for confirming the troubleshooting steps you have already taken on your end. Looks like we need to do some deeper investigation with you. Please send us a private message. Make sure to include your full name and your complete address so we can assist you. Just hit the chat icon in the top right-hand corner of the screen, click "new message", type "Xfinity Support" and select that profile to message us so we can assist you while keeping your information safe!

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

3 years ago

0

lharandi

Visitor

 • 

1 Message

3 years ago

I am having this same issue as well. Would like to add channels and have not been able to because every time I try to access any sublink within the website I get an error. Can you please help 

1

0

XfinityJeniece

Official Employee

 • 

2.5K Messages

Hey there, @lharandi, thanks for reaching out through Xfinity Forums. We would recommend that you make a new thread whenever you are having an issue in order for better visibility. We would be happy to help with getting additional channels added to your account. We definitely want to ensure you have all the channels you enjoy watching! Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right 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

3 years ago

0

MousyWire

Visitor

 • 

1 Message

3 years ago

I am also having the same issue.

1

CCJay

Official Employee

 • 

618 Messages

Hi, @MousyWire. Thanks for taking the time to make us aware of your issue. Could you do me the favor of initiating a chat to Xfinity Support providing your full name and address? To begin a chat, please click the chat icon in the top right of the page. Search for Xfinity Support, if needed. We're looking forward to working with you to make this right.

I no longer work for Comcast.

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

3 years ago

0

MichaelG10

Visitor

 • 

1 Message

3 years ago

im having same problem

3

CCStephanieK

Problem Solver

 • 

909 Messages

Hello, @MichaelG10

Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

(edited)

I no longer work for Comcast.

3 years ago

0

user_8228c6

Visitor

 • 

5 Messages

@XfinityStephanieK

I am having the same issue with getting the message "Hmm, the page didn't load correctly"  no matter what browser I use, trying 4 different browsers including Brave, Chrome, Firefox, Edge and having cleared my browser cache with each.  I just wonder if I will be able to even pay my bill when the time comes.  I have many other things to do than try to be my own tech support for Xfinity.

I Tried step by step doing what XfinityBrie advised above and ultimately ended in an Error 404 Page not found error.

I can't do this.  MyXfinity or Support is the only things I seem to be able to click on without getting the "Hmm, the page didn't load correctly" message.

Frustrated.  I seemed to be able to do the steps to create a new account but got no opportunity to "link them".
Please have mercy and help.
 

3 years ago

0

XfinityAlyssaA

Official Employee

 • 

1.7K Messages

Good morning @user_8228c6, we are sorry to hear that you are also experiencing this issue and that the proposed work around is not working for you. We'd be happy to investigate your concerns further. To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

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

3 years ago

0

barbara00

Visitor

 • 

1 Message

3 years ago

I am also having this issue, please help

1

0

XfinityBrie

Administrator

 • 

663 Messages

@barbara00

 

Would you be able to provide some additional details so we can best assist. What sort of device are you trying to access the websites on? Have you tried other browsers, cleared cache and cookies, ensured your devices are up to date? Anything helps narrow down a solution as we do not currently have any wide spread reports or known issues with the website at this time.

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

3 years ago

0

Ncal98

Visitor

 • 

1 Message

3 years ago

I am having the same problem also

0

awhite011

Visitor

 • 

4 Messages

3 years ago

I also am having this issue. Has anyone had success with their support team?

2

user_5185b1

Visitor

 • 

2 Messages

@awhite011 This is the question. Is Support actually fixing any of these? Anybody? Not mine (see below).

3 years ago

awhite011

Visitor

 • 

4 Messages

I finally got this fixed. For me it required working with someone that had level 2 security clearance. I also needed to have a 4 digit voice pin mailed to me as a final verification. They then created my ID on their end instead of me doing it.

It was a pain but I would definitely suggest for anyone hear, request a person with level 2 security.

3 years ago

user_71e267

Visitor

 • 

1 Message

3 years ago

Same issue as well. Smart phone and pc through different browsers.

0

user_9ffdc0

Visitor

 • 

1 Message

3 years ago

I am having the same problem. 

6

XfinityAmira

Official Employee

 • 

3.8K Messages

Hello All! Thanks for visiting our Forums page and letting us know you are all experiencing this error message when trying to access the Xfinity My Account website. We definitely want to help and get a better idea of exactly what is occurring on your end, as well as what troubleshooting you have already done thus far. Could you please answer the few questions the previous agent asked?

 

"What sort of device are you trying to access the websites on? Have you tried other browsers, cleared cache, and cookies, ensured your devices are up to date? Are you receiving this error when trying to access Xfinity my account through the app on your mobile devices?"

(edited)

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

3 years ago

0

awhite011

Visitor

 • 

4 Messages

Yes I've tried on multiple browsers. When I try on the My Account app once I log in I get a page with a thundercloud image and a message that says "You are logged in but we are unable to access your account details. Would you like to try again?" Try again doesn't work and the only other option is to Sign Out.

3 years ago

0

XfinityBillie

Official Employee

 • 

2.8K Messages

Thank you for confirming the steps you've already taken. I'd like to look into some additional troubleshooting with you. Please send us a direct message to "Xfinity Support" with your full name, address and user name you are logging in with.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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

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

3 years ago

0

awhite011

Visitor

 • 

4 Messages

I just sent this information over via Direct Messages.

3 years ago

0

colepat

Visitor

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3 Messages

hey there– i am having the same problem! i cannot log in to my account and have been trying to set up my internet for the past 2 days. 

3 years ago

0

user_7a16a4

Visitor

 • 

1 Message

3 years ago

Have same issue. Talked to an agent and they said that I can't log into my account until I start my services

(edited)

1

0

CCHeather

Problem Solver

 • 

1.1K Messages

@user_7a16a4 Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience. That is correct, if your services are not active, but you are logged in you will receive a message stating so. 

I no longer work for Comcast.

3 years ago

0

YING33

Visitor

 • 

2 Messages

3 years ago

I have same problem,,, Im new account,

1

YING33

Visitor

 • 

2 Messages

Hmm, the page didn't load correctly

3 years ago

0

user_5185b1

Visitor

 • 

2 Messages

3 years ago

Same problem.

Xfinity chat guy ignored my question and seemed to fake a bad connection on his end to escape the conversation. I don't think they're able to fix this yet.

1

XfinityMarcos

Official Employee

 • 

1.9K Messages

Hello, @user_5185b1, thank you for giving our forum a chance to help you with your account log-in issues. I'm sorry to hear you had that poor experience with our chat team, that's not the impression we want to leave on anyone. Once we get you taken care of, we can turn our attention to that interaction and have it investigated. What troubleshooting steps have you already taken to resolve this issue? I want to make sure we avoid repeating. 

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

3 years ago

0

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