1 Message

Thu, May 26, 2022 3:09 PM

My account seems to exist and not exist


I purchased an internet plan yesterday and made an account and selected to have my new modem/router delivered. When I went to go check my account info I couldn't login. So, I tried to login on mobile and that didn't work either. Every time I try to login in on the web browser it says " Sorry A communication error has occurred . . ." and then the error message on mobile is "Access not authorized . . . you must be an Xfinity user to enjoy this service". 

So, I then tried to talk to someone online to help me on customer support chat and they gave me the support number to call which asked for my phone number and zipcode for the area I will be living in. The zipcode is 49221 and then the support call told me my account doesn't exist. 

I then tried to re-buy an internet plan and make a new account using my email and it then prompted me to link accounts which means that my account does exist and I just can't access it. I have confirmed my email multiple times and I am very confused. 

I would appreciate any help  

Official Employee


606 Messages


Hello @galjo! Thank you so much for reaching out to us here via Fourms today! I am sorry that you are having issues logging into a newly created account. I can help you with this here! Can you please send us a DM to start?


Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • 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



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