U

Visitor

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2 Messages

Sunday, December 5th, 2021 6:24 AM

Closed

Login loop

Just like the other 2309 users (based on searching for login loop on this forum), I am also experiencing a login loop with the app and the website as well.

Symptom: the application goes back to the login screen after logging in, asking for login information again.

The website first says Hmm, could not load the page, please reload, then I reload, then it kicks me out and asks to log in again

Here is what I have tried so far (and did not work):

Log in from the App (Android, on WiFi)

Log in from the App (Android, on LTE)

Log in from the App (iPhone)

Log in from the App (iPhone, LTE)

Log in via the Website (Chrome)

Log in via the Website (Edge)

Both of the above did not work :(

Could someone suggest a way to move forward?

Thanks!

EG

Expert

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98.9K Messages

1 year ago

Concern moved here to the proper help section, and for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance. 

Official Employee

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768 Messages

1 year ago

Thanks so much for taking the time to reach out to us regarding your issues logging into the app. I truly appreciate you providing all of the steps that you have already attempted to resolve this issue and I appreciate you taking the time to go through. I know how frustrating this can be especially with all of the wonderful self help options that we have available on our app such as our internet troubleshooting options where if you have a service issue you can test the connection and it will provide you with steps to assist in resolving any issues. Are you only experiencing this issue with the app or do you have the same issue when attempting to log into my account from the website? 

Visitor

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2 Messages

@XfinityMichelle Hi, thanks for coming back to me.
Actually, the problem seems to be both in the app and the website.
On the website, I can access some things, but not everything.
For example, the my xfinity tab works ok on the website. https://my.xfinity.com/?CMP=ILC_myxfinity_resi-help-and-support_au

But if I would click My account, or Account settings, or View my bill, it goes to this address https://customer.xfinity.com/?beta=1 and kicks me out, or says that the page could not load correctly.

XfinityEthan

Official Employee

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1.3K Messages

@user_74c9a0. We actually have a solutions page but there are so many people posting about the issue is gets lost. Please visit https://comca.st/3duKqZz and it should ask you to attach your ID. 

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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1 Message

@XfinityEthan Hi I am having the same issue and when I attached the ID it still did not work and I could not view my account. It says "A rendering error occurred: Cannot read properties of undefined (reading 'substr')."

XfinityEthan

Official Employee

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1.3K Messages

1 year ago

I am glad the create ID page worked for you! Reach out if you need anything else!

Visitor

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1 Message

1 year ago

Apparently this is still an issue, I my self have been having issues on my home pc but not my cell phone... i log in, it brings me to the beta site [https://customer.xfinity.com/?beta=1] since I have both xfinity and mobile to show me both my bills but when I click "Go to Billing" for my xfinity it tries to bring me to the old bill area [https://customer.xfinity.com/#/billing] the page loads except the central panel which shows your info the circle with 3 dots appears thinks for a moment then times out and drops me back to the [https://login.xfinity.com/login?r=comcast.net&s=oauth&continue=https%3A%2F%2Foauth.xfinity.com%2Foauth%2Fauthorize%3Fclient_id%3Dmy-account-web%26prompt%3Dlogin%26redirect_uri%3Dhttps%253A%252F%252Fcustomer.xfinity.com%252Foauth%252Fcallback%26response_type%3Dcode%26state%3Dhttps%253A%252F%252Fcustomer.xfinity.com%252F%2523%252Fbilling%26response%3D1&client_id=my-account-web&reqId=2f137c6e-e65e-435c-a630-3dfad083a0fd&forceAuthn=1]

CCLuis

Problem Solver

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493 Messages

Hi, @user_73b896. Thank you for reaching out to us. Have you tried to access the web page using another PC or laptop? If so, did you get the same error? If not, have you tried clearing the cache and cookies on the PC that is giving you this issue?  

I no longer work for Comcast

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