2 Messages
I can't login
I am a new customer and just completed adding my credit card info and agreeing to service. As soon as I clicked submit, I have not been able to log back in. The AI assistant is useless as it assumes something is wrong on the customer's end. I have a password, I have an ID, the issue is Xfinity's terrible website.
I have already tried other browsers, incognito mode, clearing cache and cookies, using mobile, resetting my password. As soon as I hit xfinity.com/auth, it kicks me out. If I try to go to billing I see a flash of a message I can't read and it just spins there. The only error I've gotten on a different page is that the records don't match.
What a terrible user experience for new users. A decision tree is not AI, and AI is not effective customer support, neither is a hidden forum. Please can a real human fix this?
XfinityRay
Official Employee
•
2.8K Messages
8 months ago
Hi there, user_toag37! Thanks for signing up for our service! Welcome to the family! I apologize that you have not been able to get logged in to view your account details. You did a great job with the troubleshooting steps that you tried. We would be happy to check on this further so we can get this fixed.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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 "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
1
0