Visitor
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1 Message
unable to access account
Hi, I just set up an Xfinity account in preparation for my upcoming move, but I’m having terrible issues accessing my account. Whenever I log in on the website or the app, the system seems to get stuck in some sort of glitchy loop where I’m unable to access any of the details of my account, despite being able to log in. I can’t even tell if my request to set up wifi and order a startup kit has been received. At this point, I’m wondering if the simplest option would be to delete my account and start from scratch, but since I can’t get into my account, I also can’t deactivate it. Please help!
CCChristian
Contributor
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127 Messages
2 years ago
Hello @user_16b366 thank you for reaching out to Xfinity through our Forums! I am terribly sorry to hear about the issues you are having with signing in to your account, and the concerns this is raising about your order. This is absolutely not the experience we intend to provide, and I can only imagine how frustrating this must be for you.
Rest assured, you have gotten in touch with the correct team, and I can help confirm your order, and assist with these online account issues. To get started, could you please send us a Direct Message with your first and last name, as well as your full and complete address? Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message 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
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Again
Expert
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31.5K Messages
2 years ago
@user_16b366
Just a reminder here. In the future, please post your issue only one time as it creates multiple "flags" for our employees, which leads to multiple employees answering your posts and causes confusion. I, myself, responded to your other post before realizing you had made two posts. Making multiple posts is also against the Guidelines and the Acceptable Use Policy here. We realize that sometimes a customer becomes impatient waiting on a response, but this is a forum board and responses may not be quick - in other words, this isn't "real time" posting.
At any rate, welcome to Comcast/Xfinity and to the Community Forums. Our employees work from the corporate side of things, so our help here is usually more satisfactory to our customers. I hope that if you need any help in the future that you come back to visit us!
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