S

Visitor

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2 Messages

Wed, Jan 12, 2022 2:29 PM

Closed

My Account page error - "Hmm, the page didn't load correctly. Try refreshing the page, if the problem persists, try again later."

Hello, I was able to login. However, when I move to the My Account page I receive the following error:

Hmm, the page didn't load correctly

Try refreshing the page, if the problem persists, try again later.

Refresh page

Does this issue have a resolution?

Accepted Solution

Official Employee

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1.2K Messages

8 m ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I know how important it is to be able to manage your account. I'd like to look into this further with you. Please send us a direct message to "Xfinity Support" with your full name, address and the user name you are logging in with.

 

To send a direct message you may need to:
Click "Sign In"
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 which appears. The "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

Visitor

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2 Messages

@XfinityBillie​ - I'm posting these steps, but I'm not sure if they will solve the issue without Xfinity Support's help.

While I was in the chat with Xfinity Support I had to:

1. Open https://www.xfinity.com/support/articles/create-xfinity-username in a browser

2. Click Take me directly to create my Xfinity ID and password

3. Choose one of the options and verify the account

4. Enter the correct address

5. Login again

It finally worked - I'm able to view my account and billing information. Thank you!

Visitor

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10 Messages

@SNaveenMathew​ this worked for me 

thanks kinda sad when customer service comes from other people instead of the company lol 

Visitor

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4 Messages

8 m ago

I'm a different customer with the same issue. I saw at least one more customer with this issue. You instructions can't be followed. When you log in, you get an additional request for your password, then the message described at the beginning of this thread. So you can't log into your account to access the "new message" icon.

I tried to access the icon through the "my infinity" page, but it's not there. Though I could access that page OK. Please provide instructions or clear up this problem. I get it on the website and the app.

Official Employee

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855 Messages

Hi, @user_7f23d0. Your comment doesn't appear to match the post as far as instructions you've followed. Can you provide additional infromation on the issue and what steps you've tried? 

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

Steps to reproduce:

1. I go to my.xfinity.com (address resolves to https://www.xfinity.com/overview)

2. I click the "sign in" link in the upper right

3. At "Sign in to your user account" I enter my email

4. I enter my password at the next form (visually verified) and select Sign In

5. For a few seconds I see what appears to be the main page loading with "..." in the middle

6. Then a new form appears saying "For your protection enter your password"

7. I enter my password and select "Sign in"

8. Return to step 5

At no time am I able to access a "direct message" icon or a "new message" option.

Official Employee

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855 Messages

Oh, I see what the issue is here. You are going to a separate website. If you are trying to direct message us, you'd do that from this website. Try these insturctions, hopefully this helps. 

 

To send a direct message, please click on the chat icon in the top-right corner of this screen, and select "Xfinity Support" to initiate a live chat. 

 

Click "Sign In" if necessary

Click the "direct messaging" icon or go to https://comca.st/3zTB0kD

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

... and I just realized you were referring to the Forum page, not the My Xfinity page. I can log into the Forum page using my Xfinity login and I was able to send a message.

Visitor

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1 Message

8 m ago

I am having the same issue as the original poster. I am a new customer and I am trying to access my account to see the status of my self-installation kit. I never received a confirmation email, either, even though money was taken out of my account. I have read on other posts about making an Xfinity ID. When I follow through the steps, it tells me that my information does not match anything in the system. 

Official Employee

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1.2K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I definitely understand the frustration and would love to further assist you. Do me a favor and try to click this link to create your Xfinity user ID: https://comca.st/33fl1S0. If that doesn't work please send us a direct message to "Xfinity Support" with your full name and address so we can better assist you.

 

To send a direct message you may need to:
Click "Sign In"
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 which appears. The "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

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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2 Messages

7 m ago

I am also getting this issue

Official Employee

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652 Messages

Hello, @user_289a84. I can look into your login concerns further with you. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

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

 • 

2 Messages

7 m ago

I have been having this issue as well. I found a suggestion on the forum, tried to link a new account, and got "this information does not match our records"

Visitor

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3 Messages

@user_289a84​ I am having the exact same issues as everyone else in this forum 

Official Employee

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409 Messages

Hello there, and thank you for bringing this to our attention through our Forums! We can definitely look into this for you, and our Digital Care Team is here, every step of the way. Before we begin, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right-hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

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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