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zero40k
1st Topic

Visitor

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4 Messages

Thursday, May 15th, 2025 10:15 PM

Unable to Stay Signed In

Hello, 

   When I log on and sign in, the icon turns blue to show I am signed in. 2-4 seconds later, it goes back to guest. Try to sign in again, and same thing. I tried asking the 24/7 assistant, but it responds with "sign in to continue". Well, I click sign in, it loads, then the assistant again says, "sign in first". All I am trying to do is view my account and ask the assistant a question. What is the problem?!?

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Updated 

1 day ago

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XfinityAlyssaA

Official Employee

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1.8K Messages

1 day ago

Good afternoon @zero40k, and thank you for reaching out on our Community Forums, we appreciate it! I'm sorry to hear about your login issues as I see that you stated it only keeps you logged in for a few seconds and then goes back to guest. I can understand how aggravating this must be! Our team will be happy to help troubleshoot your concerns. To start, may I ask a couple of background questions? To confirm, are you logging in using our XFINITY app or online web portal? How long has this issue been occurring? 

 

5

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zero40k

Visitor

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4 Messages

I tried on both, same issue. I believe it did the same thing when I first acquired xfinity but that was 2 years ago. So today as far as I know.  

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1 day ago

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XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Thank you for confirming that you tried both @zero40k, we appreciate it. May I ask what device you are using? Have you tried any alternate devices? Have you tried uninstalling and reinstalling the app or clearing cache and cookies in your web browser? 

 

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

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1 day ago

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zero40k

Visitor

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4 Messages

I have exhausted all of these options for solution. I am currently on my pc laptop, and on my phone is an android. 

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1 day ago

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XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Ok, thank you for letting us know you have exhausted all of those options @zero40k, we appreciate it. Let's run through some additional troubleshooting steps and see if we need to get a ticket submitted. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers? 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you further! 

 

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

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1 day ago

0

zero40k

Visitor

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4 Messages

Thank you, I have created the message and sent it. 

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1 day ago

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