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FYZFYZFYZ
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Thursday, August 6th, 2026 3:10 AM

I cannot use my registered account!

I just registered my Xfinity account with my email and American phone, but I found that I cannot purchase my product. It needs my birthday and it failed to identify after I typed my birthday.

I also clicked my "account and identity" but it just showed "Something unexpected happened." 

How can I connect to the support team because I can't ask a real agent, the robot kept asking to log into my account but it always failed!

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6 hours ago

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XfinityDilary

Official Employee

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3.6K Messages

7 hours ago

FYZFYZFYZ Thanks for posting on our community forums. Is this for an Xfinity Mobile order?
 

 

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FYZFYZFYZ

Visitor

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2 Messages

It is for a Wifi internet order, but it seems that I cannot purchase amything because my account doesn't match the information.

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6 hours ago

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XfinityDilary

Official Employee

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3.6K Messages

 

FYZFYZFYZ. I'm sorry to hear that. I'd be happy to help with the order here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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. 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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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

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