fedup978's profile

Contributor

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272 Messages

Friday, November 4th, 2022 4:08 PM

New web site issues

The so called new website is one of the most difficult websites to use IMHO.  sometimes I can sign in sometimes not.  Sometimes I get in, try to go to one of the areas under "my account" and it requires me to sign in again, if I try another area it then asks me to sign in again. if I go to the bill area sometimes it will show the information and sometime it won't.  I don't use a smartphone so this is all done from computers.  Yes, I have tried different browsers and the same thing will happen.  As a user I expect to see a website to be easier to use but this recent change by comcast makes it harder and more cumbersome to use than ever.  I continue to shake my head ever time comcast makes a change to the website.  Please go back to the old web page it was easy and simple to use I could get done what I needed to and move on, now it takes 15-20 minutes.  

Again

Expert

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28.4K Messages

3 months ago

@fedup978 

Make sure you have cookies set so that you won't [or shouldn't] have to sign in to each other.  You can bookmark each area you'd like to check in to which might make it easier to navigate.  That's something I have done and it makes things much faster.

fedup978

Contributor

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272 Messages

@Again​ Why is it necessary to bookmark each area that does not make any sense at all when that did not have to be done before.  Just saying.  New should be better not more difficult to use for the users.  It should be use the logic of "  Keep It simple Stupid".  

Official Employee

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674 Messages

3 months ago

Thank you for your feedback, We are sad to hear of the troubles you are having. Can you confirm the site you are accessing?

fedup978

Contributor

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272 Messages

@XfinityAshley​ Xfinity.com is the website that I am using.

XfinityJorge

Official Employee

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605 Messages

@fedup978 Thank you so much for your response. Can we have you try using an incognito/private tab to see if that helps when accessing the site? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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fedup978

Contributor

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272 Messages

I hate to say this but I am tired of trying this or that, others are reporting issues also.  Just fix it and make it easy for the customers to use.  Yes I am not happy at all with comcast and the way that the paying customers are handled.  nothing gets fixed always a "work around" for every issue that I have reported.  If there was another cable vendor in my area I would "fire comcast" right away.  YES, I am not a happy customer.

Official Employee

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497 Messages

We really appreciate your feedback. One of our biggest priorities is making our online tools simple and easy for our customers to use. I am very sorry for the poor experience this has been. Can you please uncheck the Safari > Preferences > Privacy > Website Tracking > Prevent cross-site tracking option to resolve this issue. 

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
fedup978

Contributor

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272 Messages

I am not sure why I need to go to Safari to do what you said.  As I stated in my first post reporting this issue I am not using a "smartphone"  I am using a computer.  So the browsers that I had tried this on Micosoft Edge and Google, both had the same results.    Safari is not used.  And BTW yes I did do a clean of all my browser data prior to reporting the issue.  Continue to shake my head.

ojmc

Contributor

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18 Messages

3 months ago

I agree 100% with the above comments.
Prior to the "new" website it was pretty easy to find and do what you wanted. Now I have to search for routine tasks like viewing voice mail.  I suspect this is the result of the designers/implementers doing what they perceive to be good changes while ignoring the activities of their actual user database.

raptyrred

Contributor

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176 Messages

3 months ago

I am also have trouble, I am unable to view my account.  No matter what I click on it sends me to sales pages then logs me off.  The web site has not worked since they 'improved' it.  I am now chatting with xfinity. Feels like I am talking to a wall.

Visitor

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14 Messages

3 months ago

Congratulations Comcast on yet another, (yes another) customer rollout failure. Your marketing campaigns are evidently more corporately important than your execution. No worries though since you control the Philly market and no leadership personnel are ever held accountable.  A total disgrace of a "non-user friendly" customer portal.   Regretfully disappointed!

fedup978

Contributor

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272 Messages

2 months ago

Just an update comcast that it is 21 days later and still having issues with your new website.  can't go from one area to another without having to sign in again to that area, messages coming up that it is not available .  currently this new page has opened up 5 tabs one for each area that I have gone to.  and if I go back to one of the other tabs it asks me to sign in again.  I guess this was a test to see how many customers that you can get upset, if this is what you planned you certainly have done an excellent job and must be very proud of what you have accomplished.  Continue to shake my head at this company.

Official Employee

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836 Messages

Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  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 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
fedup978

Contributor

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272 Messages

So is there anything new since this DM reply of a week ago?  "Thank you for letting us know. I was able to find that there is a known issue with the website that our engineers are currently working on getting resolved."  I still see many users having issues with the website using different browsers being reported with many different replies from many different "Official Employees".  Can something be placed out on the main sign in page like was done today about the outage with the 800 number.  Let the user base know what is going on and maybe the customers won't be as upset.  Just saying.

Official Employee

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814 Messages

Thank you for taking the time to post and share your feedback, @fedup978. Our team is still working on resolving this issue. I understand wanting to be made aware and that is certainly some feedback we can send to our team. 

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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14 Messages

2 months ago

Hey @XfinityValarie and @XfinityThomasC , we really do appreciate your concerns, however have you realized yet that your leadership team, never, yes never responds to customer and end user posts.  See basically they are so convincing of themselves that we are nothing more than mosquito bites.  In Philly there are plenty of opportunities other than where you are being put on the firing line. Good luck!

fedup978

Contributor

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272 Messages

2 months ago

So now a new issue when trying to get into the website, happened yesterday and again today.  put in my user name go to password screen input that, then I get a message to put in my cell mobile number which is already on file, click do that later and then I get this message "

Let's try that again.

Sorry, we ran into a problem. It looks like you come from an unknown source."

But there is no way to try it again, so I close the tab and go to the xfinity.com URL again, hit entry, and guess what it brings me right in WITHOUT, having inputted my username or password.  I just love this new website that has one new issue after another.  Oh BTW and your 800 number is still having issue which I figure is a good way to stop your customer base from complaining.  I would sure love to go through one week without some sort of issue with comcast.

Official Employee

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259 Messages

Hello @fedup978 I am dissapointed to hear about the troubles. This is not the experience we want for any of our customers. I am here to help. Please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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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1 Message

4 days ago

I have just spent over 2 hours to update an auto pay credit card and also never was able to find out what channels are on the more sports and entertainment package in my area.  Employees were nice enough when I could finally get a real person. I just want to see what I have and never could find what channels are on what package on my account.  They website and phone is highly user unfriendly and makes me think it is on purpose to frustrate and make people give up.  Nothing should be this hard.  If there was a competitor in my area I would switch.  No excuses comcast/xfinity are good enough to be this difficult.

Official Employee

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272 Messages

I'm so sorry to hear about this experience, @user_308525! We can definitely turn this around and get you the information you're looking for. At this point, are you only looking for the channels included in the More Sports and Entertainment package?

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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