M

Visitor

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2 Messages

Mon, Jan 3, 2022 8:47 PM

Closed

Hmm, the page didn't load correctly

I recently purchased a new internet plan on 12/29 and created my Xfinity account. However, when I log into my account on the website, I get a "hmm, the page didn't load correctly" with an option to refresh the page, which does nothing. I would like to have this resolved as soon as possible as I move into a new place on 1/7 and need the internet set up as fast as possible.

Official Employee

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342 Messages

7 m ago

Do you mind sending us a [modmail](https://comcast/32zPocw) with your name and address to get started.

Visitor

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2 Messages

@XfinityMiguel how do I do that?

Official Employee

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342 Messages

I apologize. 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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

@XfinityMiguel​ I'm having this same issue with my account...but the chat icon does not display in the corner of the screen. Not sure what to do about that.

Visitor

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1 Message

7 m ago

I have the exact same issue! I can't log in to view my account or do anything - help!

Official Employee

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448 Messages

Hey @user_4740fb. Please reach out us as well, this sounds like there is a User ID issue. An account refresh or making sure the User ID is properly connected should fix the issue. Both fixes have to be done by us on the backend. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

7 m ago

I have the same issue! I can't log in to view my account or do anything - help!

Official Employee

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241 Messages

Hey @user_c61119. Thanks for reaching out as well. I would love to see if we can help as well. If you would also please send us a direct message using the steps above, and provide your name and address in your initial message, I'd appreciate it and we can get started.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

7 m ago

I'm having the same issue here

Official Employee

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855 Messages

Hey there, @user_78f70a, thanks for reaching out through Xfinity Forums! We would be happy to help you with troubleshooting your Xfinity account so you can manage your account details! We are here to help! 

 

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.
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Visitor

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3 Messages

@XfinityJeniece I have sent my name and address to xfinity support

Visitor

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3 Messages

i have sent my information to xfinity support through chat but the problem is still here. No response from the tech team

Visitor

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1 Message

@XfinityJeniece​ i am also getting the same error. Signed up for new service. My card got charged for $1. But now, the dreadful Hmm... The page did not load properly.

Please help.

Visitor

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2 Messages

7 m ago

I am also encountering this issue. Issue has been around since creation of account. Any help would be appreciated

(edited)

Official Employee

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691 Messages

Hello, @user_d5cf8f, I will be more than happy to make sure you can log into your account. I'm sorry about the trouble. Are you able to give me a little more information about your situation? Did you just subscribe and are you trying to log into your account for the first time? One of the most common things we tend to see is customers will create an account, but they don't end up creating an Xfinity ID. If you have not already, go here and make sure you create an ID. (https://comca.st/3INZDCB) If this process is not complete you will have issues signing into your account online at our website (https://comca.st/3KIV6TA) and the Xfinity My Account app. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

I created the account a month ago, but it looks like the ID indeed was not created. After creation the account page started working. Thank you Joseph!

Official Employee

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691 Messages

This is awesome! (@user_d5cf8f) You're more than welcome and I'm glad everything is now good to go. Thank you for choosing Xfinity. We're thrilled to have you as a customer. Have a great day and feel free to reach out to us anytime if needed. Take care : ) 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

6 m ago

I am having the same issue. When I try to create an account, I get this error: This information doesn't match our records.

I did just sign up today.  Is there a time period I must wait before stuff works?

Official Employee

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762 Messages

Hello, @user_b26975, Thanks for starting an account with us today 🙌, that's awesome to hear. I totally get needing to set up your online account to view your account and manage things. To be honest, that's the best way to manage accounts these days, and the Xfinity site or My Account app are super intuitive. Plus, they offer so many self-service options, you have to have them to save yourself time lol. Just to make sure we're on the same page, are you attempting to create an Xfinity ID or log in? You can use this link as a helpful guide to Creating an Xfinity ID.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

Yes, that link is what I tried and I received this error after entering the code texted to me: This information doesn't match our records.

I'm doing this because when I try to access my account page, I get the error: Hmm, the page didn't load correctly

I was reading previous replies from you on this thread and one of the suggestions was to create an Xfinity account.  I'm currently logging in with my email address.

Official Employee

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762 Messages

@user_b26975, Understood, thank you so much for taking a look at that link and finding it on your own already. Since you just started your account earlier today, I'd like to confirm your order. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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.
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Visitor

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2 Messages

4 m ago

I have the same issue here. I just created my account today, selected a plan, entered my credit card number, and finished the process. Then I cannot access anything on the page. Not sure I am successfully enrolled or not.

Visitor

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3 Messages

@fastpokeSoba​ Yeah, it worked eventually.  It just takes them a little time to process the information and setup the account.  I think it was a day or two before I was up and running.

Oh, and the first time I "signed up" the last step didn't actually complete all the way.  I had to run through it a second time and get a legit confirmation screen.

(edited)

Official Employee

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241 Messages

@fastpokeSoba Thank you for choosing to have us in your home and becoming part of the Xfinity family! I'm sorry to hear that the system hadn't immediately updated so you could sign into your account. There are times when it will update by the next day, just as @user_b26975 had mentioned as well. I'd be happy to follow up with you here tomorrow and we can proceed from there if there are any further delays.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

@XfinityThomasD I received an email today saying that my order is incomplete but I do see my credit card gets charged for $1. When I clicked the complete your order button in my email and signed in, I still couldn't access my account. Could you help with me account?

XfinityAaron

Official Employee

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689 Messages

@fastpokeSoba Let's get your account pulled up and take a look at what is going on. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • 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 
  • 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

Visitor

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1 Message

4 m ago

I am having the same problem. The page wont load, then I try to create the Xfinity id and says my details are incorrect. I didn’t even get to the credit card. I have the account, it’s created, but I was on the chat with an employee and they said my address doesn’t exist in their address builder?!? How can I change it or fix it if I can’t access anything? I move in 4 days for some reason the account does not appear to exist but I can log into it! I just can’t do anything before I get a ‘communication issues error.’

Official Employee

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187 Messages

Hi! If your address isn't in our billing system, we will need to submit a ticket to get it added. Once it's successfully added to our system, we can proceed with setting up an account for you. I can help you do this if you'd like! I'll need you to follow the above steps to reach out privately. 

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 m ago

I have the same problem! I entered my card information and everything  and it just prompted your new account will be available shortly. I got 2 emails, one for verification and one that said my Xfinity accounts are now linked which I don’t even know how that’s possible when I’m a new customer just trying to get Wi-Fi. I can’t access the manage account section (oops the page didn’t load) and yes I’ve tried clearing my cache and different browsers. but it does let me log in. I tried making an Xfinity ID but it just says my credentials are invalid. So I thought I’d just start over and when I tried it said that an account has already been created for the address I’m trying to get Wi-Fi at so I’m assuming the first time I tried to make an account and get service it went through but I just can’t access my account details, nor do I have confirmation that my order went through.

Official Employee

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567 Messages

@

I can understand why that would be so frustrating! If you look up, you can see the directions on how to send us a DM, and we can help you take a look at this with you and see how we can help fix 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.
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Visitor

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1 Message

3 m ago

I've been having this same problem. I got the email for verifying my email, but not the confirmation email for my internet plan order. When I try to log into my account, I get the "the page didn't load correctly" loop. I've tried to create an Xfinity ID, but it says my credentials are invalid. When trying to search more information through other methods that ask for my account information, it says my email and phone don't match the records. The charge showed up on my credit card, so I'm unsure whether my order went through and have no means to confirm it whether it did or not.

Official Employee

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344 Messages

Hi there! I'd love to help. 

Please send me a private message with your name and address to get started. 

 

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.

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 m ago

Having the same issue. Have not received an order confirmation, but have verified my email address.  I'm stuck in the "page didn't load correctly" loop. Unsure of how to proceed.  Thanks.

XfinityCam

Official Employee

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40 Messages

@user_829745 Hey there. We would be happy to help. I see you have sent us a direct message. We are happy to continue assisting you with this issue there. 

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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2 Messages

2 m ago

i am having this same issue. selected a plan, got billed the 1 dollar fee, but have no idea if it went through or not, i keep getting the same page did not load correctly. Any help? thanks!

Official Employee

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117 Messages

@user_a24a1a I know how frustrating that error can be and I want to make sure that we get the issue fixed for you. Sometimes the fix can be as easy as going to our Get Started page to finish the signup process. May I ask you to try the page and do the steps there? Let me know if this helps. 

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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2 Messages

i think i already made an account but im not sure. i tried again now but whenever i enter in the code thats sent it says the information does match the records.

Official Employee

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117 Messages

Thanks for giving it a try again. One thing that is very important when you are entering information into the page is the address should be inputted the same way as it would be shown through the Postal Service. You may want to try that I am also going to have you send me a Peer-to-Peer message. 

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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

Let me know if you have any questions.

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
XfinityChe

Official Employee

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6.4K Messages

Thanks for reaching out so we could help get this figured out @user_a24a1a. Please reach out in the future if you run into any problems. Take care! 

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

2 m ago

I am having the same problem. No order confirmation but I have verified my email address. Keep seeing the page didn't load correctly. Can you help me out there? Thanks!

Official Employee

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613 Messages

Hi there, @user_fd6311, thank you for taking the time to reach out us through our Xfinity Forums. I am excited to hear you are interested in getting service started with us. I am sad to hear of the trouble you have had placing the order online. Please rest assure you have reached the right team. Please send us a direct message with your full name and service address. 

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

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

2 m ago

I was able to sign up for a plan with an expected start date and everything, except I can't view my account page, billing information, etc. The page fails to load, gives me this same error message, and then loops me through a login page that I've tried countless times. The account is verified and everything, so I don't understand how this issue is still persisting when I'm seeing people reporting it for over a year on these forums alone

Official Employee

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300 Messages

Thank you for reaching out and your interest in our awesome service. I'm glad you were able to get the order set up as well. I'm here to assist you and would like to take  look at your account and see what is going on.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. 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

• 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

Visitor

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1 Message

2 m ago

Hello. I'm having same issue. Signed up for a plan today for my new place I'm moving to on 7/1, but cannot access my account, I just receive error messages on both the website and mobile app despite verifying my email address. No order confirmation so I'm not even sure if it went through now. Not sure what to do now. Thanks.

Official Employee

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664 Messages

Hello @emdelicata! Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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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