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Visitor

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1 Message

Wed, Feb 23, 2022 6:14 AM

Unable to access xfinity mobile account via app and browser

username - [Edited: "Personal Information"]

I have been trying to login to my xfinity mobile account via app and browser but keep on getting “we’re having trouble retrieving your data. Please refresh” message from past 6 months.

I have enrolled in auto pay and want to view my bill to make sure what exactly I am charged for.

Official Employee

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410 Messages

4分前

Hi, @user_f0190c! Thanks for taking the time to reach out to us regarding our Xfinity Mobile services. I know how important it is to have access to your account and billing. For specific Xfinity mobile concerns we recommend that you reach out directly to our experts in Xfinity mobile directly. They are specially trained to ensure that all of your questions or concerns are addressed. You can reach out to them through their website https://comca.st/2Nx2PLZ or by calling in through 1-888-936-4968 Where there are specialists ready to assist you!

Visitor

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1 Message

4分前

I've been having the exact same issue on both the mobile app and on the website for over 3 months now.  On the Activity tab, it says "Sorry about this"  We're having trouble retrieving your information right now.  Same for billing history, and on Devices tab, it says "Sorry, something went wrong".  I had to obtain a new bank credit card due to fraudulent charges on and now the auto pay will not work now since it still has the old card set up.  I walked through the automated tech support over the phone and thought I had the credit card info straightened out but yesterday I got a text saying auto pay didn't work again.  Once again, no access to anything through both the app and online.  Luckily, I can at least go into "Quick Pay" and make one time payments each month.  

Official Employee

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646 Messages

Hi, @user_3bc923! Thank you for spending your time to reach out to XFINITY over our forums page. I am sorry to learn about this experience with the website and mobile app. As a customer myself, I understand the importance of being able to access these digital options to help manage your account. We offer our sincerest apologies for the inconvenience. Can you tell us if you've tried multiple devices and are still getting the same issue via the app and website?

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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12 Messages

@user_3bc923​ 

Today is May 4, 2022

I'm also a NEW Xfinity Mobile USER like you but I provided a tutorial to help Xfinity Mobile Users like me who’s having a hard time accessing their new account, and unfortunately after asking Xfinity Mobile Tech Support Agents through chat many times but still, they can’t fix this issue. I googled it also and couldn't find the answer, and I ended up seeing this forum, and so I created a tutorial so that I could help others who's experiencing the same issue. The tutorial is a bit long so I will take you to my Linked-in page for the step-by step procedure to solve this problem. 

https://www.linkedin.com/pulse/problem-solved-xfinity-mobile-inaccessible-account-webpage-quijano/

(edited)

Visitor

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12 Messages

2分前

Today is May 4, 2022

I provided a tutorial to help New Xfinity Mobile Users like me who’s having a hard time accessing their new account, and unfortunately after asking Xfinity Mobile Tech Support Agents through chat many times but still, they can’t fix this issue. I googled it also and couldn't find the answer, and I ended up seeing this forum, and so I created a tutorial so that I could help others who's experiencing the same issue. The tutorial is a bit long so I will take you to my Linked-in page for the step-by step procedure to solve this problem. 

https://www.linkedin.com/pulse/problem-solved-xfinity-mobile-inaccessible-account-webpage-quijano/

(edited)

Visitor

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12 Messages

2分前

Today is May 4, 2022

I'm also a NEW Xfinity Mobile USER like you but I provided a tutorial to help Xfinity Mobile Users like me who’s having a hard time accessing their new account, and unfortunately after asking Xfinity Mobile Tech Support Agents through chat many times but still, they can’t fix this issue. I googled it also and couldn't find the answer, and I ended up seeing this forum, and so I created a tutorial so that I could help others who's experiencing the same issue. The tutorial is a bit long so I will take you to my Linked-in page for the step-by step procedure to solve this problem. 

https://www.linkedin.com/pulse/problem-solved-xfinity-mobile-inaccessible-account-webpage-quijano/

New Poster

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2 Messages

2分前

Same here. When will this "something went wrong" error be fixed?

Official Employee

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249 Messages

Xfinity Mobile support on social media is currently limited, and we only have access to help with general questions. Please contact our Xfinity Mobile support center through any of the following methods for account specific issues:
SMS Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: https://comca.st/3FK2Hzf

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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2 Messages

1分前

We are all having this same issue. XFinity knows about this but is doing nothing.

I am suggesting we all demand a credit to our bills each month until this service is available. This is the only way it will get fixed, money talks.

No other utility/service would be able to get away with not allowing a customer access to their account. Imagine not being able to see your credit card, electric, gas, bank information when needed.

Accessing and managing one's accounts is a basic customer service right.

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