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Visitor

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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 

3 years ago

22.3K

73

user_zmorg20

Visitor

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3 Messages

3 years ago

I recently purchased my Xfinity plan yesterday and have been trying to log into my account. However, I keep getting the message that it wouldn’t load even after clearing the browser cache. Not only that, but it doesn’t appear to show for me that I had purchased a plan

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Zma1337

Visitor

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6 Messages

3 years ago

I am also having the hmmm…”that page didn’t load correctly” error. I have had this issue since I signed up months ago. I’ve tried multiple devices and get the same error. 

3

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CCDevin

Problem Solver

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735 Messages

 

@Zma1337 

 

 

Hi! Thanks for reaching out to us to let us know that you have been getting this error. After several months, I can imagine this is frustrating! Just to be sure, have you created your username already? Can you try this link to confirm, please? https://comca.st/3N2Octp.

I no longer work for Comcast. 

3 years ago

0

Zma1337

Visitor

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6 Messages

@XfinityDevinC​ 

Yes I have created an account. I’ve logged in via email and phone number. On the main xfinity.com page it shows me logged in but I cannot view account settings I receive the error above.

3 years ago

0

XfinityJamesC

Official Employee

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2.1K Messages

Thank you for clarifying! It sounds like the account you created online is not tying in to the service you subscribed to. Visiting the link above will usually correct this discrepancy by allowing you to create an Xfinity ID for your service, but if that's not working, then we may need to try doing it a different way.

 

If you could send our team a private 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 Private 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 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

3 years ago

0

user_5d05af

Visitor

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1 Message

3 years ago

This issue still not fixed for me after half a year.

Comcast, this is really disappointing. You are have a market cap of 211 billion dollars and still can't resolve this? 

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user_f7d867

Visitor

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1 Message

3 years ago

I recently purchased a plan for my area by creating a new account, but it wouldn't let me sign in. It has already charged my credit card, what is going with Comcast?

1

0

XfinityAmandaB

Official Employee

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2.1K Messages

Hello there @user_f7d867 thank you so much for reaching out for help with the new account you set up and thank you for picking Xfinity as your new provider! You came to the right place for help!

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the address you are setting up services at, I'd be more than happy to look into this for you!

 

To send a Private 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 live chat. 

Here are 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

user_0ebfed

Visitor

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2 Messages

3 years ago

I'm having this same problem.

3

0

CCMike1

Official Employee

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933 Messages

@user_0ebfed What browser are you using? Have you tried using a different one by chance?

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
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

user_0ebfed

Visitor

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2 Messages

I've tried multiple browsers, including Chrome and Safari.  I just tried signing in through the app, but it says "Access Not Authorized."

3 years ago

0

CCMiguel

Gold Problem Solver

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358 Messages

@user_0ebfed Hi, thank you for sending us your concerns about this happening to you. We will have to look into this further for you but that requires asking for account details so can you please follow the details below to get started. 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 live chat.

I no longer actively support the Xfinity Forum or work for Comcast. 

3 years ago

0

user_27a748

Visitor

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2 Messages

3 years ago

I am having this same problem. When I try to create an xfinity ID (both methods) I get this error:

This information doesn't match our records
Try again or contact us and one of our agents will be happy to help you.

Live chat service representative was not able to solve this problem even after providing my name and service address.

3

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_27a748. We definitely want yo to be able to access your online account and all the features it has to offer. Let's look into what's causing this error. How long ago were services started? Is this for a brand new account or have you had services with us before in the past? 

I no longer work for Comcast.

3 years ago

0

user_27a748

Visitor

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2 Messages

@XfinityStephanieK​ 

Hi! I started the service online this evening. I entered in my address, selected a plan, and also scheduled a service date. This was all under a new email.

I did not realize it until later but I previously had an account with xfinity at an old address and email. However, when I tried to link the two accounts, I was unable to do so. The phone number used for both the new and old accounts were the same though. Using the number for my new account "removed" its association with the old account.

(edited)

3 years ago

0

CCStephanieK

Problem Solver

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909 Messages

Having a previous account and attempting to create a new account can definitely cause this error message when the system is searching for your information. I can help ensure we get everything up and running for you! We may need to wait until install to complete the registration, but let's further review. 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. 

I no longer work for Comcast.

3 years ago

0

brandon.s33

Visitor

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2 Messages

3 years ago

I am having the same problem accessing any account features after creating a new account with new service yesterday. I'm unable to access my account from multiple web browsers at multiple locations, or on the Xfinity My Account app. I also get an error when trying to create a new Xfinity ID with either my phone # or SSN (says "This information doesn't match our records"). Please advise, as no solutions on this forum have resolved my issue.

4

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CCAlisha

Problem Solver

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571 Messages

Have your services already been installed and activated? Also, did you already create a username for your account? If so, can you please click this link to find the username associated with your account: https://comca.st/3KmRsgO

I no longer work for Comcast.

3 years ago

0

brandon.s33

Visitor

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2 Messages

I picked up the self install kit today and I did create a username for the account yesterday. However, the link you sent to find the username associated with my account also gives me errors that the information doesn't match your records.

3 years ago

0

ffxx

Visitor

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4 Messages

Same problem, using either mobile or ss# results in the "doesn't match records" error.

I ordered service a few days ago and haven't been able to get past the login loop to check its status.

3 years ago

0

CCCrystal1

Problem Solver

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528 Messages

Hello there! Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support",which should then give you the ability to send us a message.

I no longer work for Comcast.

3 years ago

0

Griffin.M

Visitor

 • 

1 Message

3 years ago

I am having the same issue, just created my account and attempted to set up service for the end of the month but now I can log in and keep getting an error. The chat support was useless.

1

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CCMike1

Official Employee

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933 Messages

Hello @Griffin.M! Please send me a direct message with your full name and full address. I would like to help out. To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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
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

aachang97

Visitor

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2 Messages

3 years ago

I am having the same issue, just created my account. I can log in but all pages return errors.

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0

user_c866c8

Visitor

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1 Message

3 years ago

I am having the same issue. I have tried on multiple computers and web browsers. It started after the billing information page moved me to a page that did not exists when I finished with it during account set up / order completion. I also am getting the "This information doesn't match our records" error when trying to create a new Xfinity ID.

1

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CCJimmy

Problem Solver

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492 Messages

Hello @user_c866c8, thanks for reaching out to us. We will be happy to assist you with the issue that you're running into. I want to make sure that we get this resolved for you! Can you please send our team a direct message with your full name and full address? We will be happy to help! 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

I no longer work for Comcast.

3 years ago

0

user_c4e98b

Visitor

 • 

1 Message

3 years ago

I am having the exact same issue. Just "signed up" but no confirmation of the plan I purchased nor the install date and no way to successfully log in to view my account. I would appreciate direct message support about this.

1

0

XfinityChristy

Official Employee

 • 

2K Messages

@user_c4e98b thank you for reaching out to us here on our Xfinity Forums. We will be happy to assist you with the issue that you're running into. I want to make sure that this resolved for you quickly! Can you please send our team a Peer to peer message with your full name and full address? We will be happy to help! 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

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

rogueW

Visitor

 • 

2 Messages

3 years ago

I'm having this exact same issue. I submitted my order for pickup as a new customer but then it loaded to the main page and I didn't receive an email confirmation, even though I can see a charge on my credit card. I've logged in but can't access anything. When I try making a new ID with my phone #, it says that my info doesn't match records, even though I'm getting the verification codes. I've tried on chrome, firefox, and edge, all give the same result.

2

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user_bd4052

Visitor

 • 

1 Message

3 years ago

I'm having the same issue. I tried contacting support yesterday but was unable to be connected with someone in the sales team to activate my account.

1

0

CCJoshua1

Problem Solver

 • 

567 Messages

We never want to see a valued customer having trouble getting the assistance they need. We can help you with activating your account today. Would you be willing to send us a private message with your full name and address?

 

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Peer to peer chat" 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 that appears, and the "Xfinity Support" graphic will replace 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_896831

Visitor

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1 Message

3 years ago

Hi, I cannot log on after following the recommended workarounds. I cannot access my account details to verify my plan. I ordered a router to be delivered by June 3rd and never got acknowledgment for it and it was never received. 

I would appreciate any help

1

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CCDanny

Recognized Contributor

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238 Messages

@user_896831 these type of login issues are very frustrating and our great team is here to help.

May I get some more information about the issue? Are you a current Comcast customer trying to access your account through the website or Xfinty My Account app? Are you new to our great service and you were expecting a Get Started Kit with the gateway to begin services? 



I no longer work for Comcast.

3 years ago

0

user_837a9d

Visitor

 • 

2 Messages

3 years ago

I'm having this issue as well. I recently created an account and ordered a modem to be delivered to my house. I can log in, but I can't view account details or billing. I spent a good while on chat with a customer rep and they were not able to locate my account. I see my card was already charged $1 as well.

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