U

Visitor

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4 Messages

Fri, Oct 8, 2021 3:45 PM

Login loop

I went to set up my internet through the Xfinity mobile app and I get stuck in an infinite login loop, I enter my username and password (both are correct) and it closes the app for a second before re-opening the login page and prompting me to enter my info again. please help

Visitor

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1 Message

2 m ago

I am having the same issue. I keep having to log in over and over again unable to access my bill or account details to set up my internet. I have not been able to log in on the website or the app from different devices.

Official Employee

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314 Messages

Hi there @rewe6380! I am sorry you are experiencing issues with our apps. I have had several customers reaching out with the same issues and it seems to be an issue on our end that we are working on to resolve as quickly as possible. I am sorry for the inconvenience this has caused. We appreciate your continued patience. 

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Visitor

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1 Message

This is happening to me too. The app is useless and I can't manage my network at all.

Official Employee

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95 Messages

Hello @user_ca8cca, thank you for taking the time to reach out to us on the forums. This is not the experience we want you to have with the app and we would love the opportunity to troubleshoot this for you.

 

Can you send us a private message with your first and last name and address to get started?

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Visitor

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4 Messages

2 m ago

I've seen other people with this issue and it doesn't get resolved until after someone from xfinity sees the chat and takes care of it on their end. I think it's a server/database problem

Visitor

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4 Messages

2 m ago

can someone from xfinity please help, this still hasn't been resolved

Official Employee

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151 Messages

@user_5d743c

 

Hey there! I'd love to help. Please send me a private message with your account address and full name. 

 

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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Visitor

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4 Messages

@XfinitySheila i did what you said 40 minutes ago and haven't received a response yet.....

Visitor

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6 Messages

@user_5d743c did you get it solve? 

Visitor

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1 Message

2 m ago

I have the same issue please help

Official Employee

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277 Messages

Hello @user_af1faa. Thank you for taking the time to reach out to us through Forums, is this happening only through the Xfinity MyAccount app?

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Visitor

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1 Message

1 m ago

I’m having the same problem. I can’t log in to change my son’s access time. Is there a work around? Logging in online doesn’t seem to help.

XfinityAmira

Official Employee

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2.5K Messages

Hello @user_b74566, thanks for taking the time to reach out to us on our Forums page. We're so thankful to have you as a customer and I am sorry to hear about the Xfinity My Account login issues you're running into. I know the importance of being able to set up access times, and my team can absolutely help. 

 

To confirm, are you experiencing the login loop when trying to log in, or are you only having issues with the feature of setting up the access time? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

24 d ago

Got the same issue, cannot login neither in the browser nor in the iOs app.

Visitor

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1 Message

19 d ago

I’m also having the same problem.  I can’t set up my internet because I can’t login on the iOS app or the browser 

Official Employee

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304 Messages

Welcome to our community forum, @user_ddcb2e! Thank you for reaching out to us here about your trouble signing into the app and the browser. I use the online account to manage my services so I'd be frustrated if I was running into problems.

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

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Visitor

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2 Messages

14 d ago

Having the same log in loops issue in the xfinity app only.  Called with support. They tried to transfer me to "CSA" dept.  The phone rings. No one answers.  

XfinityEthan

Official Employee

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513 Messages

Hi, @user_883d04. I appreciate your time to contact us. CSA is very busy with the current username issues. One step you can try us to visit https://comca.st/3nkKXCP

and see if it requests you attach your username. If it says you already have one then CSA is the only option due to security. 

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Visitor

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1 Message

13 d ago

I am having this same problem, can't login through the browser or the app.

Official Employee

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144 Messages

Hello @Jacob_H! Thanks so much for taking a moment out of your night to leave a post on our community forum! I'm sorry to hear you're having issues with trying to log in to your online account, but you have definitely come to the right place for assistance! If you're using the right username, then I would suggest changing your password or trying a different browser, clearing your cache and cookies, and finally trying to uninstall the app and reinstalling! If that does work then you would have to reach out to our CSA team for further assistance! Their information can be found here: https://comca.st/3xaAOw9
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

12 d ago

I’m also having this issue on IPhone. 

Official Employee

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356 Messages

Hello and thanks for reaching out @Libertyy415. I would love to assist you with your log in issue. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your 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.
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Visitor

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4 Messages

11 d ago

I'm having the same login loop issues on my mobile app - on Android.

Official Employee

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329 Messages

@dugur13

 

Hello! Thank you for reaching out to us here through our Xfintiy Forums. We are here to help however we can! I can definitely see an endless log in loop being very frustrating. I can barely remember my password half [Edit: Formatting] the time but to enter it correctly and have this happen would be tedious to say the least!

Let’s try some troubleshooting and see how this can be resolved. Is this a new account and all apps you try to sign into or specific ones? If its specific to some apps, can you tell me which ones, please?

 

If this is a new account, please try this link to be sure your username is registered and set up correctly, https://comca.st/3qUZ9VA.

If its not new and you have been able to log in before, please delete the app, and download it again from the play store, and try again. Could you try these steps and provide me with more detail as to what you are seeing, please?

(edited)

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.
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Visitor

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4 Messages

I had an old account with Xfinity that I linked to my new account. I tried deleting and re-downloading, but it put me into the same loop.

XfinityEva

Official Employee

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276 Messages

Before downloading this again did you have any trouble signing in? How about through the browser or is this only on the app through your Android device? 

I am an Official Xfinity Employee.
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Visitor

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4 Messages

I just tried again through the app, and it takes my credentials, asks for my two-factor authentication through SMS code, I enter that and then get kicked back to the login screen.

I'm able to login through a mobile browser without issue.

Official Employee

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535 Messages

Thank you so much for those additional details! I would like to take a look at your Xfinity Account on the backend. We definitely have your back until you get signed in! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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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5 Messages

10 d ago

Same issue here -- anyone make any progress on this? Would love an update.

XfinityEva

Official Employee

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276 Messages

Hi there we'd love to help. Please send me a private message with your full name and service address.

 

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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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5 Messages

Eva how do i send you a private message. When i click on your name, i get a blank page

(edited)

XfinityEva

Official Employee

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276 Messages

"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://comca.st/3kajO4e
  • 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://comca.st/2XfS9FQ for an example.

(Full credit to @BruceW for this excellent explanation!) 

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Visitor

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5 Messages

Still waiting for help... :(

Visitor

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2 Messages

@user_2da248 good luck. I've spent hours on the phone and chat and no one knows what to do.  I told them it's a known issue. I have a ticket number and someone was supposed to call me....... 5 days later and still no call.  I'll be requesting a bill credit since I can't use the services I pay for.

Visitor

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2 Messages

8 d ago

Stuck in the Xfinity app login loop as well. 

Official Employee

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412 Messages

Good morning, @user_883d04 and @user_b319c0! Thank you for reaching out to XFINITY over our forums page! Over social media, we appreciate the opportunity to assist you today for help with the slow XFINTY My Account app concern! No worries, you’ve reached the best place in virtual land for help with streaming issues such as this. I always rely on my app for checking my bill and troubleshooting so I understand the inconvenience that this has caused. Let’s get this fixed. Have you tried doing a password reset at https://comca.st/3l4eI9t? While reviewing the issue, I am seeing that this should work and resolve the issue.

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Visitor

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4 Messages

7 d ago

For what it's worth, here's what happened to me.

I'm a former Xfinity customer - and still had my old login information from the previous address. I then purchased service for a new address - however, it seems I was able to somehow purchase service without creating a new Customer ID. Whenever I'd try to use my original login credentials, I'd go in an infinite loop - despite all my contact info being on file. My new purchase was somehow not tied to a new Customer ID (how this happens, I have no idea) - so I then had to log out of Xfinity's website and use the "Create Xfinity ID" option. During that process, I was asked if I wanted to link accounts - which I proceeded to do. Now I'm able to login without issue.

Why the new purchase isn't tied to your phone/SSN and your accounts linked automatically, I have no idea. It's very frustrating. I'm also not sure how you're able to buy a service plan without creating an Xfinity ID. Anyway, the above worked for me if you've found yourself in a similar situation.

Official Employee

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356 Messages

That is great to hear that the above worked for you!

If there’s anything else that my team or I can do for you, please, feel free to reach out any time of the day or night! There may be a delay, but we are always here, and we love to help! Thank you for being a part of the Xfinity family! I hope you have an excellent rest of your evening and I hope you and your family stay safe!

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.
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Visitor

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6 Messages

7 d ago

Can I also get some help?

I have the same issue, I have been trying to solve it for the past MONTH AND A HALF :( 

Official Employee

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328 Messages

Hi @Danidollthanks for reaching out. I know how important it is to access your my account page. I would be more than happy to look into this. I'd like to ask, what browser are you using? Have you tried clearing your cache by chance? 

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

 • 

6 Messages

@XfinityMikeB - My dear friend Mike, yes I have done all the silly steps recommended. Including trying to log in from an entirely different network, computer, and iPhone that's not even mine. 

Official Employee

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22 Messages

Gotcha! Are you trying to log in via the Xfinity website or the My Account app? 

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