1 Message

Thu, Jul 21, 2022 9:16 PM

sign in not working

Having trouble setting up XfinityID, getting error "This information doesn't match our records".

Also can't access My Account or View my Bill page. Error messages are "Hmm, the page didn't load correctly" and "A communication error has occurred," followed by showing me the login page again respectively.

Official Employee


496 Messages

5 months ago

Hey @user_41f6fe, thank you for reaching out to Xfinity Support on our Forums. Typically, that error message will show if there is a different phone number or the address is slightly different. I can definitely check to see what is going on and help get it fixed. Can you send us a direct message so I can?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "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


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