Unable to access "My Account" page

Hi there @SK201 . I recommend you clear your browser cache and try again.

Instructions are here for Chrome and Safari

Unfortunately clearing my cache did not work. I see this issue on Edge as well.

To give more detail, while the three dots are on the screen, a file called "close.svg" downloads before it times out and I am logged out. This happens every time I click "My Account".

Hi folks, 

We were able to get @SK201  signed in via his mobile device. It sounds like when he attempted to sign in on his desktop his antivirus or firewall may have blocked the connection. 

If you ever have sign-in issues, we suggest the following:

1. Try it on a different browser (if it works on a different browser, clear your cache).
2. Try it on a different device like your mobile phone (if it works, it may be something related to your device, like a firewall/antivirus that would require whitelisting the xfinity.com urls. 
3. Try it on a different network (see if it's only an issue on your WiFi, and when you're on cellular data, it may be related to your in-home WiFi network.

As a reminder, your Xfinity ID is your mobile, email that was provided during the purchase / approval process.

Best,

Jonathan

Hi, This is Mia. I have issues with my account as well. I logged in but unable to access to my account details, neither with phone or PC. And when I was trying to get help online, it says credential invalid. I called customer service, nothing got through.  I am confused with this service . Wish I could get any help here. Thanks .

Hi @Hu8482111, feel free to private message me and I can take a look for you!

To send a private message, please click my name "ComcastJonathan" then select "Send a Message" on the right side.

Hello Jonathan,

I am having the same issue.  I cannot access any of the features on "My Account".  I have tried clearing cache, multiple browsers, multiple devices, and multiple networks.  Each time I receive the same error message "Sorry, this isn't working right now, please reload the page and try again."  

I tried to send you a DM however there is no "Send Message" next to your name on the right.

Thanks

Hi

This is happening with me as well!

Using Chrome Version 83.0.4103.116 (Official Build) (64-bit)

Downloading the same file mentioned below...

Unfortunately clearing my cache did not work. I see this issue on Edge as well.

To give more detail, while the three dots are on the screen, a file called "close.svg" downloads before it times out and I am logged out. This happens every time I click "My Account".

Hi,

I have the same issue when I try to use my desktop to log in. I cannot get access to "My Account". The system keeps logging me out and prompts out a "close" svg file to download.

@charlie701  can you send me your url (see instructions above)

I also can't login to my account on my PC.  I've been able to successfully login with the same browser for over a year until a few days ago.

I get this (see google drive screenshot)  close.svg popup asking to download or open. If I cancel it just sends me back to another login screen and the cycle starts again.  I appear to be logged in but I cannot get to my account settings or bill pages.

https://drive.google.com/file/d/190mTptFanfX1FyDKZ9j234tXkpAQfeW3/view?usp=sharing

I use Chrome v83, but have also tried Firefox v77.0.1 and IE 11 which exhibit the same problem. I've also cleared my cache, disabled all extensions and changed my DNS to 8.8.8.8 and also 1.1.1.1  with no success.

 I, however, can successfully login with Chrome on Android 9 on my phone with my same home network.  So at least I'm not completely shutout.

Please help.

This is not a "browser caching issue". This is a problem with the application on desktop. I build website applications and this is definitely a bug and shouldn't be dismissed.

Luckily I was able to access my account and pay my bill via my phone. In doing this, I was able to bypass the download of the close.svg icon and the website's attempt to "download multiple files automatically" (I would attach a screenshot of this message, but there is no option to do so). It's very sketchy behavior for a website application to automatically prompt the download of files when not asked to do so and suggests either faulty code or hacking.

@ComcastJonathan This was a problem for me. I was able to log in fine last week via Safari 13.1.1.  I tried to log in today and was prompted to set up two-factor authentication. After confirming that I wanted to enable that, I was unable to access "My Account" and experienced the same behavior as others (three blinking dots then being logged out, close.svg auto-downloads). I tried on both Safari 13.1.1 and Chrome 84.0.4147.105. I was able to access My Account via my mobile phone.

The problem was fixed about 2 weeks ago for me.  I have received no communication from Xfinity on the matter, so I just moved on.  I agree with rlmacaulay that its probably a coding bug for desktop browsers.

I still don't know why it occurred for me or why its still occurring for people like rlmacaulay or amoreroma.   

A little more transparency about this matter from Xfinity instead of offering up nonsense like "try another browser, device or network" then marking the thread as "solved" might go a long way to heal their poor image.