Visitor
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2 Messages
Multiple issues - Let's start with the billing portal
Like many users here, I cannot get the billing page to load. I get the repeating three dots and a line at the bottom of the screen that reads "Your user role is : { {role}}" There is also a "Sign in as Primary User" link at the bottom, which I am, but clicking on that link gives the following error: "{"error":"redirect_uri_mismatch", "error_description":"Invalid redirect"}" I have tried four different computers; home laptop, home macbook, home desktop, work desktop, and an iPad. I got the same result on all of them. I have tried Chrome, firefox, edge, safari, cleared caches and cookies, and tried incognito mode. I called the support number but oddly kept getting cut off. No, our phone is NOT through Comcast. I tried the chat, but 'he' said "there is a known glitch, try again in 24hrs." We all know that's not going to change anything but he did keep badgering me about my mobile service. So I just want to know how do I actually get someone to help me? I need to resolve this issue before I move on to the next which is somehow our service has randomly changed.
Accepted Solution
XfinityJoshuaG
Official Employee
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331 Messages
2 years ago
Sorry to hear about this experience. Can you please provide us your full name and address in a private message? It sounds like there is a profile issue and we'd love to help.
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user_930523
Visitor
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6 Messages
2 years ago
This is an issue for most everyone since the shift to the new Xfinity portal. Last month, I had no issues, this month, with the new portal, I am having issues.
The issue is in how your system is handling cookies/tokens across the same session. I have used two different computers and three different browsers. The only way that works, sometimes, is to use an in private/incognito mode and to _NOT_ have it 'remember me' or stay logged in on this computer. After doing that, you can log in and view the gated areas like 'Billing' and 'My Account' as well as go and view you rewards.
DO NOT let Xfinity agents try to tell you the problem is on your end. It is not. Also, Xfinity, if you read this, your agents _absolutely_ should not be resetting our modems/routers from their end WITHOUT our express permission to do so. When I was dealing with your support I told them quite clearly I had already reset the modem earlier while troubleshooting and that my wife was presently _working_ (WFH - Requires internet to access her job/applications) and that I would not be rebooting the router/modem because that wasn't my issue anyway. As soon as the conversation ended, they rebooted it _twice_ while I wasn't even in the chat with them. They also sent me about a half dozen or more text messages and emails with information on how to change my router password which was not at all related to the issue I was experiencing as I demonstrated to them that I can login to my account via the App on my phone, and through a 'private' browsing windows (given the caveats above about not staying logged in and remembering this computer) and so my password is not the issue.
The issue is your coding at the Xfinity.com portal and how it is handling cookies/security tokens and it has nothing to do with the users, their browsers, their passwords etc.
Having the _same_ exact symptoms across three browsers on two computers all of which are NOT sharing the same cookies/information between instances, but the end results are the same make this a poorly coded web portal issue.
It's not our saved user/password information in the browser either, you can delete them and delete all your cookies and as soon as you attempt to login again, you will have the same issue UNLESS you use a private/incognito browser and make sure not to indicate you want it to remember the computer and stay logged in. And even then, its 'spotty' that you'll get to view Billing, Account Information, and/or your rewards.
I'm a 'Platinum' subscriber, I've been with Comcast/Xfinity for approaching 17 years at this address and was a subscriber at my prior address for many years as well. I wasn't happy at all when you shifted to this new portal experience and I am even more disappointed now considering that my preferred method for paying my bill and accessing my account is not available to me in the same way it was available just last month prior to YOUR changes. I can access it, but I have to jump through unnecessary hoops.
PS - I forgot to add... As with the initial poster I am responding to I was badgered _incessantly_ about joining Xfinity mobile. I explained from the outset once he started his pitch that A) I Use my Xfinity Landline for work, and B) that I want it as a land line, not a cell phone. I was repeatedly told but I can save you money, we can convert it to Xfinity mobile, blah blah blah, I said no multiple times and it wasn't the issue I was contacting support about, so you really need to dial back your high pressure tactics.
I would also love an explanation why you can offer me an _additional_ service and then lower my bill but can't lower my bill while I maintain my current services which would actually cost you less since I wouldn't be adding services, you wouldn't be sending me a free Motorola phone, etc. I don't want Xfinity mobile. I don't want to replace my land line which I use for work. I don't want my work number to be a 'mobile' phone, I like using a hand set for work for a specific reason and I don't want a headset, a Bluetooth ear jobbie or any other sort of additional hardware, just my [Edited: "Language"] handset hooked to the wall, providing me a reliable connection for my work phone.
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