toledjj1's profile

Frequent Visitor

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5 Messages

Thu, Mar 26, 2020 7:00 PM

Sorry, that didn't go as planned - xfi app and online

I am trying to activate my service with an Xfinity modem but every time i try activating online or on the XFi app, I keep getting an error message of "Sorry that didn't go as planned, call customer support" or "login successfully but access denied". I'm the owner of this account and I don't understand why I'm being locked out of it? Also, when I try to call, it's impossible to get a hold of someone real. 

 

This needs to get resolved immediately as a lot of customers are now required to work from home and any down-time can cause major delays. Thanks!

Responses

Again

Expert

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25.5K Messages

1 y ago


@toledjj1 wrote:

I am trying to activate my service with an Xfinity modem but every time i try activating online or on the XFi app, I keep getting an error message of "Sorry that didn't go as planned, call customer support" or "login successfully but access denied". I'm the owner of this account and I don't understand why I'm being locked out of it? Also, when I try to call, it's impossible to get a hold of someone real. 

 

This needs to get resolved immediately as a lot of customers are now required to work from home and any down-time can cause major delays. Thanks!


You should be working with @ComcastMorgan on this issue.  Please do not post about this in multiple forums as it's against Forum Guidelines and the Acceptable Use Policy; it's considered spamming, and also keeps others from getting the help they need as well.

 

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Visitor

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1 Message

16 d ago

I am trying to activate my service with an Xfinity modem but every time i try activating online or on the XFi app, I keep getting an error message of "Sorry that didn't go as planned, call customer support" or "login successfully but access denied". I'm the owner of this account and I don't understand why I'm being locked out of it? Also, when I try to call, it's impossible to get a hold of someone real. 

 

This needs to get resolved immediately as a lot of customers are now required to work from home and any down-time can cause major delays. Thanks!

marc

Official Employee

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256 Messages

@user_8156b8 Hello and thank you for taking the time to reach out. I am sorry to hear you are having issues making changes online. I work from home as well and can understand where you are coming from. I am here to help and would be happy to make any changes you need on my end. Can you please reach out through private message (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address?

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? Mark the post as Best Answer!tick

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