Monday, September 18th, 2023 10:29 PM

Sign in successful but not an xfinity user

I am trying to sign into the app after ordering a router for the first time. I wanted to see an order confirmation as well as a shipment delivery time. When I try to log in I get an error saying “access not authorized. You have signed in successfully but you must be an xfinity user to enjoy this service.

Official Employee


785 Messages

13 days ago

Hey, @user_ec0391. Thanks for posting on our community forums. I'm sorry to hear about the error message. To confirm, this is an Internet residential account that you just applied for, correct?  

2 Messages

Yes that is correct. An internet residential account

Official Employee


653 Messages

Thank you so much for confirming that @user_ec0391, and to confirm did you receive an email order confirmation after ordering your router? May I also ask if you have created an XFINITY ID yet? You can create one quickly and easily here https://www.xfinity.com/support/articles/create-xfinity-username. 


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