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Luce1010
1st Topic

Visitor

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2 Messages

Thu, Apr 29, 2021 11:09 PM

Not able to access account or use app

I just signed up for xfinity and I can log into the xfinity page but beyond that everything crashes when trying to load. I get messages like "sorry this isnt working right now" or on the xfinity my account mobile app it says "you are loggind in but we are unable to access your account". I have tried clearing cache, clearing cookies, multiple browsers, and on cellular and wifi data. Is this an internal server error?

Question

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Updated 

2 m ago

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1

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Responses

ComcastJen

Official Employee

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193 Messages

2 m ago

Hey there, @Luce1010, thanks for reaching out through our Xfinity Forums platform regarding your Xfinity Account issues! I definitely want to make sure you have access to your account as it is my favorite way to manage all of my Xfinity account information! I can assure you have reached the right place to troubleshoot. I am not showing any reported issues with any servers. We would be happy to take a deeper look at your account.

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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Luce1010

Visitor

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2 Messages

@ComcastJeniece Hello,

When I try typing in your name in private message yours doesn't show up. Are you able to send a message first?

Like

2 m ago

0

ComcastMichelleR

Official Employee

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369 Messages

@Luce1010  Thanks for taking the time to reach back out to us. You do not want to put in an individual handle or name when reaching out to us through our private message option. You want to type in and select Xfinity Support and that will get you directly through to us. We look forward to speaking with you shortly.

(The chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate a chat conversation.)
Click the Private Message icon
Click the New Message icon
This will give you an empty "To" line. Type in "Xfinity Support" and then select Xfinity Support from the list. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Like

2 m ago

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