Infinite Login Loop

I am stuck on an impossible loop to login to my account. I tried Chome, MS Edge, and App on the Android.. all leads to the same thing. It kept asking me to submit password, and sometimes give me 3 "processing" dots and flashes... but eventually goes to nowhere but back to asking me the password again. I cleared browser history and cache, and even rebooted the PC... no go. I followed one of the previous recommendations but I am still unable to sign on. I cannot see anything about my plan, unable to get the online bill and can not make payments to my account. I cannot log in period.

Is there something comcast/Xfinity need to do to get this fixed?

Responses

CCChristian

Contributor

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127 Messages

2 years ago

Hello @user_b64780 thank you for reaching out to Xfinity through our Forums! We appreciate you creating a public post, and sharing the steps that you have already taken to troubleshoot your sign in issues.

I sincerely apologize for the login loop that you have found yourself in. Let's get this figured out for you right away. Just to clarify, are you able to log in to any of our Mobile Apps like the Xfinity My Account App?

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user_b64780

Visitor

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2 Messages

@XfinityChristian No. It is the same on the mobile App.

On the app, when I enter my password, I get a black screen and 3 dots, and every once awhile flashing some error message (so fast that I can't read it). If I click "X" on the top right corner, I can get to a page showing how much I owe... but if I click "Manage AutoPay", I immediately get : "Error! Sorry, this isn't working right now. Please return to My Account Overview while we resolve this issue. <Back to My Account>"

<Back to My Account> will take me back to xfinity home page with no account information.

2 years ago

0

CCGina

Official Employee

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800 Messages

I appreciate you confirming that @user_b64780!

It sounds like we may need to check the account to get this figured out. Please send us a direct message, using the following instructions:

(Full credit to @BruceW for this excellent explanation and @Again for the picture!)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon:

or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

I no longer work for Comcast.

I am an Official Xfinity Employee.
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2 years ago

0

Sign-In and Account Management

user_b64780

Infinite Login Loop

CCChristian

user_b64780

CCGina

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