1 Message

Wed, May 5, 2021 11:18 AM

Trouble starting service/accessing account

I attempted to sign up for Xfinity yesterday morning for installation later this month, and I thought I completed the process appropriately. However, when I finished, I did not receive any email confirmation, which I thought was odd. I did see the $1 charge show up on my credit card as pending. Later, I attempted to sign into my Xfinity account with both the email address and phone number I provided at the time of the service request. I forgot that I had an account under both those identifiers already from prior Comcast service. I was able to login, but I consistently receive error messages whenever I attempt to access anything related to the account. On the account management page, the error I get is "Sorry, This Isn’t Working Right Now Please reload the page and try again."

I also received an email saying that I had not completed my order and that I should return to the website to complete it. However, given that I have already been charged, I am hesitant to attempt that again.

The cherry on top is that I also can't use the chat assistant for support because every time I sign into my account the assistant stops working and gives me an error.

So, I'm looking to confirm the status of my order and obtain access to my account online.



Official Employee


2.3K Messages

1 m ago

Hello, thanks for reaching out to us on our Forums page! We're delighted you would like to start service with us and we would love to become your service provider. I am sorry to hear about the troubles you have run into thus far trying to set up services online, my dedicated Digital Care Team would be more than happy to further look into everything on our end for you. We certainly want to ensure you get services successfully set up/installed, assist you with getting into your Xfinity online account, and be of any other service assistance needed as well. 


To get started, please send us a Private Chat Message. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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

New to the Community?

Start Here