Visitor
•
3 Messages
New user, Unable to get into the app to activate internet
Hello, I recently bought a NOW internet plan, and have received the gateway just fine, but I think an issue with my XfinityID is preventing me from activating it.
Whenever I try to sign into the app it says that the sign in was successful but I am not authorized and must be an Xfinity user. The website, both main and NOW specific, is also being very spotty with my login status, about 95% of the time the account button turns back into a sign in button about a second or two after loading any page, and when I am able to try to get to a settings page it only ever gives me a "something has happened" error. I can't use the chat assistant for help either, as sign in attempts there are also failing to stick. This issue has occurred across multiple devices with different browsers.
Also, despite having received the gateway with the correct address on the package label, when I try to go through the Find My XfinityID steps to reconfirm what exactly it expects me to put in as the ID when I sign in (in case that was the issue) it says my address isn't recognized in the system at all.
Thank you for any help that can be provided.
XfinitySeth
Official Employee
•
983 Messages
9 hours ago
Good evening sharderai 👋 I appreciate you stopping by our community for help, and you're in the best place for it! We definitely want you to be able to use your new prepaid NOW internet as soon as possible, so we'll do everything we can to help get you logged in 👍 If your existing Xfinity ID isn't giving you the ability to manage your new NOW services, you may be needing to create a new Xfinity ID that is specific to the prepaid services. If you visit xfinity.com/getstarted, can you try to see if it will allow you to go through the entire ID setup process for your new account?
4
0