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Visitor

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4 Messages

Thu, Aug 11, 2022 6:37 PM

Issue logging into new Account

Whenever I try and log into my newly created account I get an error ("Hmm, the page didn't load correctly") when it tries to go to the account page. After looking some things up it appears i might have not created an Xfinity ID, but when I try and make one it says it doesn't match our records. Is there any way I can get this fixed? Or have the account removed so I can attempt to make another?

Accepted Solution

Official Employee

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292 Messages

4 months ago

Okay, thank you. Since you are not sure if you created one, this link Let's find your Xfinity ID will help confirm if you created one. It will look it up some Xfinity account information to help locate the username. 

Visitor

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4 Messages

@XfinityNicki​ 
I tried putting in the address of my new place and it says "We dont recognize that address, please try again."

XfinityEthan

Official Employee

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1.1K Messages

The order did not go through. Let's do an address check first and see what the best plan is. Can you direct message your name and address? 

 

Make sure you are signed into forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

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

Visitor

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4 Messages

@XfinityNicki I went and clicked on the link below it stating it wasnt my home connection and put in my phone number. It sent me a code, but when i entered it , it said "This Information does not match our records"

XfinityEthan

Official Employee

 • 

1.1K Messages

It can't match because you don't exist in the system. Go ahead and send a direct 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
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