Laurie's profile

Contributor

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410 Messages

Thursday, April 24th, 2025 8:30 PM

The Xfinity ID you entered was incorrect

This started happening the other day when I was trying to log in on my mobile device using my main account it will not log me in.

Now I'm trying to login on my computer and it's telling me the same thing.

Laurie

Official Employee

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2.3K Messages

2 months ago

 

Laurie, I'm sorry to hear about the Xfinity ID error message you've been receiving. Have you tried locating your Xfinity ID using our Xfinity ID lookup tool? You can use the same link to reset the password. Let me know if that helps.

 

Visitor

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1 Message

doesn't work, resetting password doesn't work, different browsers don't work, literally NOTHING works 

Official Employee

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1.3K Messages

 

user_dh9zzr Can you tell me a little more about the issue you are having?
 

 

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Contributor

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410 Messages

2 months ago

I know what my ID is and this is the correct ID I have been using since my account was set up I was able to log in to my account from Firefox but I usually use Edge.

For some reason I got logged out of my account and now it won't let me log back in.

Laurie 

Official Employee

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2.3K Messages

 

Laurie Thanks for the update! I'm glad using a different browser helped. Did you try clearing the cache and cookies on your Edge Browser? That might help correct the log-in issue. 

 

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

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19 Messages

2 months ago

Same thing is happening to my account. I was logged in streaming and all of a sudden it went off and now can't login to my account from phone or computer.

Official Employee

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1.4K Messages

 

Seattle_Mike Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue?

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

2 months ago

The same thing is happening to me. It tells me that my Xfinity is is wrong, as is my phone number, as is my email, when I’ve tried all three to log in. Just to be certain no one had hacked my account, I went through the process of getting my log in info through “Find your Xfinity ID”and nothing has changed, it just won’t let me log in with the info it says is correct when I ask for it

Official Employee

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1.9K Messages

I am sorry to hear that you are experiencing issues accessing your Xfinity account @user_h6ga52. As a troubleshooting step, could you please try a browser such as Google Chrome or Microsoft Edge to see if you are able to successfully sign in to your Xfinity ID? Please also to try and sign in by visiting https://my.xfinity.com/ and using the sign in button located at the top right? Please let us know if these steps work for you.

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

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3 Messages

I am using Google chrome. I tried logging in directly from the my.xfinity.com/ address and it is still telling me that my ID is incorrect. I’ve tried the ID, my phone number and my email address, all verified when I used the recovery tool, and it still tells me that the Xfinity ID I entered was incorrect

Visitor

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3 Messages

Okay, I switched over to Edge and I was able to log in with no problem. But I don’t want to use Edge. How can I make this work on the browser I keep open with everything else I’m doing? Why is it suddenly not compatible with Google chrome?

Official Employee

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2.1K Messages

@user_h6ga52

 

Awesome I'm glad you were able to log in using a different browser. I would recommend clearing caches and cookies on each browser that you're having issues with logging in

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

1 month ago

Same issue for me, for the past week I cannot login.  Sometimes it works, sometimes it doesn't. 

Usually after trying a few times, it works, I finally was able to login after about 4 hours of trying... [Edited: "Language"]?

You'd figure after a week, the problem would have been recognized and fixed.

(edited)

Official Employee

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1.4K Messages

Hello @cb804 Thank you for sharing this experience with us on our Xfinity Forums. I'm sorry to read that you are unable to access your email as you usually would in the Edge browser. I know how important our email communications can be for our daily lives, so I would love to help figure this out and make sure that you are able to access your email as you prefer with Edge. Great job testing another browser and trying to clear the cache and cookies. Those are my first steps whenever I have an issue with a website. It's possible that there's a setting on the Edge browser that is causing the issue. To help remove a possible setting issue, can you try to access your account using a InPrivate window in edge please? 

I received your direct message as well. I don't want to ignore that, but I do have to remind you that sending unsolicited direct messages, is a violation of Forum Guidelines, but we can definitely take care of this for you from here. If personal details are needed we will ask for a direct message at that time. It helps other members of the community with similar issues to find the answers they need.

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.
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Visitor

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2 Messages

1 month ago

This is happening to me, too. Same ID I've had for many, many years. It fails on Chrome, which is the browser I usually use. I find now that it works on Edge, but I really don't want to use Edge.

Official Employee

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2.3K Messages

 

user_phj1ya Thanks for sharing this experience, and to confirm clearing cache and cookies wasn't any help. 

 

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

1 month ago

I'm having the same issue.  I have used the FIND YOUR XFINITY ID link and nothing has changed.  I did change my recovery email address to see if that would help. I also changed my password. STILL no access.  The Xfinity ID I entered is incorrect message comes up whether I enter my ID, email, recovery email or phone number.  I tried making a new ID but it says I already have one.  I even tried using Edge...same issues. I NEED my access for a meeting in about a half hour!!!!!  How can I access it?

Official Employee

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3.3K Messages

@user_cg6ncc Have you tried to clear your cookies and cache? 

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

16 Messages

23 days ago

I am having the same issue. I have to rotate browsers each time to fix it.
I clear cookies, cache, reboot pc, remove all security and privacy settings to no avail.
This is a comcast issue and not a user issue, always the internet and tech sites with the worst ui ever.

Official Employee

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2.3K Messages

Heid217 That would be frustrating. Have you checked to make sure there is not an autofill or auto login option set up in your browser that may be causing the error? 

 

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.
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16 Messages

This is NOT my problem. I have exhausted all troubleshooting steps I could. This is a problem with Xfinity’s backend.

Official Employee

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1.5K Messages

Heid217 can you send me a direct message with your full name and complete service address included?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this 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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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

16 Messages

@XfinityMarcus​ What troubleshooting methods will I be gaslit into believing is my problem?

Official Employee

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3.2K Messages

We would be happy to help you with troubleshooting the issue and if needed getting a ticket submitted to our Advanced Support Team to get this issue resolved, Heid217. If you can please reach out through Direct Message, we look forward to working with you! 

 

(edited)

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

20 days ago

I'm having the same problem. I was logged into my account earlier this morning to check my email. I went to check it again a couple hours ago and I was logged out for some reason. I put in my ID and it said it was incorrect. It wasn't. I tried everything. I tried them looking up my ID because I thought maybe someone hacked me. I gave my backup email and the email sent with the verification code. But after i put in the code it said that they were unable to locate any records with that info. After 20 minutes of this, I was somehow able to change my password after I gave my phone number. Once I changed my password I tried logging in again. Still said the ID was incorrect, but after another 10 minutes it randomly worked. 

However, I just went to check my email again. It logged me back out again and I'm having the same problem all over again. I only changed my password two hours ago, I'm not changing it again. I've had this email for years, I don't know what's wrong. 

Official Employee

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2K Messages

Hi there, @Rdemoose24 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are experiencing with your Internet service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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

Regular Visitor

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4 Messages

20 days ago

Xfinity has the absolute WORST subscriber online experience of any corporate website. Slow, sluggish, doesn't work half the time, doesn't work AT ALL if you use something other than wifi...and always, Xfinity blames the subscriber.

Well, my login doesn't work either. It's the same login that has been in constant use since 1995...that's 30 years, Xfinity...and today it doesn't exist, according to your [Edit: Language] database.

Don't blame me, cookies, cache, or anything else. It's your glue-and-rubber-bands system again, doing what it does best: Creating havoc.

[Edited: "Solicitation"]

(edited)

Official Employee

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1.7K Messages

Sorry to hear you are having trouble signing in. Thank you for trying those tips beforehand. May I please ask that you send us a direct message with your full name and service address to get started? 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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
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

Regular Visitor

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23 Messages

20 days ago

not sure what is happening but i have a family Xfinity account    one master and two "sub" accounts....a sub account and the master account started getting "invalid password" two days ago ... the other sub acct (my own ... ) is not effected and has no issue.  (temp files cleaned, cookies removed and i can see this issue on multiple devices) ..

If i use an old phone and login to the Xfinity APP with at least the main acct (haven't tried the other "sub account/email") the same pw has no issue ... i then tried to login on the computer again ... and it worked .... A DAY Later (now) .. same issue again out of no where ... at no point am i changing the pw either

Official Employee

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2.4K Messages

Hi Mmmradar, I was hoping this would be resolved for you for good. You mentioned you have multiple accounts, so I want to get on the same page. Are they all linked and are you using the same Xfinity User ID on each one? Also, are you getting that error with all of your devices? I'm wondering if your devices have an old password saved. Are you using saved log in details or entering your credentials each time? 

 

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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4 Messages

20 days ago

This is getting entirely out of hand. I’ve been troubleshooting this for a couple of months. There is no rhyme or reason. As of late, I just repetively try to sign in and eventually get in. It’s a HUGE flipping problem. Now I’m going to try to post this and be asked to sign in… It’s 9:04 a.m. now

Visitor

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4 Messages

@user_lwb4bo​ Okay I got in at 9:08 after I-don’t-know-how-many attempts and then immediately the server was lost

Visitor

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4 Messages

@user_lwb4bo​ But I am signed in now and can see my email. Entirely unacceptable, though, when people depend on me to open emails and provide information on the spot. So embarrassing. Need to get serious about embracing my gmail account 

Visitor

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4 Messages

Just opened my laptop and couldn’t immediately sign in with Chrome so I switched to Safari. Was able to sign in (on Safari) with stored credentials via fingerprint, followed by opening the Xfinity app on my iphone and approving the sign-in. 

Visitor

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1 Message

19 days ago

Same problem. Just downright unacceptable.

Get it together xfinity, this is embarrassing.

Official Employee

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1.3K Messages

 

user_6285ir Please clear your cache and cookies from the internet browser you are using, and try again.

 

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

16 Messages

@XfinityWilliam​ they shouldn’t need to clear browser cache to sign into a website.

Visitor

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2 Messages

19 days ago

I think mine was fixed by updating Chrome. There was another Chrome update recently.

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