SK201's profile

New Poster

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2 Messages

Monday, June 15th, 2020 5:00 PM

Closed

Unable to access "My Account" page

When "My Account" is selected on the Xfinity page, three dots appear on the page suggesting that the page is loading. The site then signs me out of my account after about 10 seconds. I am able to log in and navigate the Xfinity site, I'm just not able to access "My Account" to see my billing and other account details.

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Official Employee

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839 Messages

6 years ago

A few things to note @peyroux:

  1. These forums are not currently staffed by the Digital Care team because they are very underwater with their support volumes due to COVID right now, so folks like myself on the HQ product team are volunteering our time to bridge as much of the issues as we can between our day jobs to help them out. 
  2. We've been reaching out to every customer on the matter, and have been reaching out to our developers in the My Account team to triage the issue as it is intermittent and they need more information.
  3. If you're having issues, please go to https://www.whatismybrowser.com/ and private message me your URL and I will pass it along. 
  4. Anyone who has done any type of tech support in any capacity would understand that to isolate the issue involves fundamental questions to isolate the issue to certain browsers/platforms/networks where the issue may be occurring. It's not meant as a fix, as much as a narrowing down of any confounds that may potentially be triggering issues as there's not a one-size fits all answer.
  5. SK201's issue has been solved after I worked with them. It's a valid "Best Answer" for SK201, and while it may not be for anyone else, please post your own separate post on the issue, as they may or may not have the same root causes.

New Poster

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4 Messages

6 years ago

I am having the same issue as the others listed.  I cannot PM as I am new to the forums but I have my link if needed.  I have tried Chrome, Edge, Opera, Mozilla, and Internet Explorer.  I have tried with my antivirus enabled and disabled.  Windows is up to date with all current patches, all latest drivers.  Not sure whats going on, but lots of issues with comcast lately regarding speed, connection, and overall performance.  Right now I just want to be able to access my account.  I am running two factor authentication on my account.

 

 

Official Employee

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839 Messages

6 years ago

All - we've pushed an update out that should have resolved this issue. If anyone has any issues and are seeing this issue still, please direct message me by clicking on my name and clicking "Message" 

 

Thanks!

Jonathan

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