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@user_d7045b However, you shouldn't send an unsolicited PM to anyone without first being specifically asked because it's against Forum Guidelines and the Acceptable Use Policy.

@Again I understand what you mean. However, when companies make it more difficult every day to get in contact with the customer service just to save money, you may excuse people trying to find alternatives, to solve problems which were totally out of their control.

Besides, as you can tell from my post, based on other people’s threads in this forum, facing the exact same problem, the recommendation has been to contact customer service via the PM function.

@user_96fe0e I know how you feel. After I gave the customer service my account number, they send me a link that allowed to fix the problem.

Ironically, you need access to the account to find out the account number (which you cannot due to the problem).

I solved it, by friendly asking the technician that came to my house for checking on the cable, for my account number. 

It is an annoying problem and I don’t understand how it could not be fixed by now (maybe there was no problem ticket created by the customer service for the backend developers just yet). Either way, once I had the account number, it was solved in a matter of minutes. The customer service was very friendly and fast reacting via PM.

I am having the same issue. Surprised this has not been fixed over the last couple of months.

Hello, @user_d425d0. I ask that you reach out privately, so we can cover the details of your login issues. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

Hello, @user_7a3e66. Thanks for reaching out us via Forums. For future reference, it is better to submit your own post as it creates a ticket to get help, and sometimes posting on an old thread can delay getting help.

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.

We want to thank you for giving us the opportunity to assist and for your patience while we got everything up and running for you. Don't hesitate to reach out to us at any time, our team is available 24/7! We hope you have a great afternoon, take care! 

I am having the same issue- do we know of any fixes yet?

Hello @meganscharf1, thanks for reaching out on our Forums page in regard to the issues you're running into when trying to access your online account. I utilize the Xfinity My Account website and app often, so I definitely understand your concerns. My team can help! To confirm, what is the exact error you're receiving on your end? What browser are you using (Safari, Chrome, Firefox)? Also, are you running into the same issue when trying to use the Xfinity My Account app on your mobile device? 

I am glad your issue could be resolved by visiting our Create ID page. We are her 24/7 if you need anything else. 

@user_3cf0c8 Hello and good morning, and thank you for reaching out. I am so sorry to hear that you are also having issues creating your Xfinity My Account user ID, that is awful! Another common issue is, if the address is not entered in the exact format that is on your Xfinity Account and bill, which is normally the standardized USPS (United States Postal Service) address format, the website will say "The information you entered does not match our records" even if the address is correct, but the format is a little different from the USPS standardized address format. I would be more than happy to assist you in getting to the bottom of this, as well as in getting your Xfinity ID setup so you can login, no problem at all! To get started, in order to protect your sensitive personal information, could you please send our team a direct message with your full name and full address? The steps to send us a private message are below.

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

@user_3cf0c8 I am so glad that we were able to get your Xfinity My Account login issue resolved by having you resubmit your order for new Xfinity services. I look forward to following up with you again next week to make sure your installation goes well. Thank you again for reaching out to our team for assistance here on the Xfinity Community Forums, and I look forward to speaking with you again soon!

Hi there, @user_d62824. Thank you for commenting on this post. We will be more than happy to assist you. Please send us a peer-to-peer message to look into the issue and assist you further. 

Hi there, Zay. Thank you for sending us a p2p message. Please keep in mind that if you have signed up for service, it may take up to 24 hours for the account to be prepared. Please also keep in mind that you need to create an Xfinity ID as it will not be assigned to you automatically by signing up for the service using the following link https://comca.st/3JEXo5g to create it. This will allow you to access the account that you have created and the order. 

However, if you are trying to make changes to an order, it may not be available through the MyAccount app or the Xfinity website. We can definitely look into assisting you with you. May I have your full address to locate the account, please? 

@XfinityEdgardo​ Is there a way to send you a private message?  In the private chat I'm not able to find your user to send the address as Id rather not post the address on the forum itself.

Yes, you are able to send a private message by clicking on the message icon on the top right corner of the screen. 

Thank you for the information. I was able to look into our system and I am not showing service for that address or an account under your name. That would mean that the order that you have processed through has not gone through all the way or it did not go through. Did you receive an email with the order information?