Visitor

 • 

1 Message

Thursday, May 26th, 2022 3:09 PM

Closed

My account seems to exist and not exist

Hello, 

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  

Problem Solver

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892 Messages

3 years ago

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

 

 

Visitor

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2 Messages

3 years ago

We asked to have our service transfered to our townhouse. Well, we couldn't get the technician to do it to our specifications while we were away. So, we decided to just wait until we could meet our technician later. Meanwhile, we want to continue using our service at our old address until that happens but someone at Xfinity in their infinite wisdom, deactivated our current modem. I am away and don't have the mac address.  It's the same modem I have used for YEARS.  When I call up I usually cannot understand the service person and vice versa. One lady could not even get my phone number right and says my account does not exist.  Another lady, after several attempts could not get my name right, not even my first name, which is an extremely common name.  I am getting extremely frustrated and I AM going to switch service to AT&T.  My alarm system at my house uses internet, IF my house is robbed and/or vandalized I am sure my lawyer will be getting in contact with someone there. I am sure you haven't outsourced your legal department.  I am also sure that the insurance company, which will pay out my claim has a group of attorneys that will use this fact in court. It is absolutely ridiculous how hard it is to get in touch with a competent person.  It's so bad, that I have to write on a forum.

Visitor

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1 Message

3 years ago

I am having this same problem that @galjo describes.  I also can't start a peer to peer chat session as there is no icon for it.

(edited)

Official Employee

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1.4K Messages

@user_0be403. If you went through the process a 2nd time like the poster above and you still can't access anything, send a direct message. The reason there is no icon is that you must be signed in to see the icon.

 

https://forums.xfinity.com/direct-messaging  for those with no log in only. 

 

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I no longer work for Comcast.

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