Visitor
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1 Message
Unable to Verify Date of Birth
I am a new customer attempting to purchase internet from Xfinity as well as create my account with Xfinity. However, when I get to the part where I have to enter my date of birth to confirm my identity I get an error message that says "unable to verify" and am re-directed to the assistance chatbot that doesn't have a prompt that covers identify verification issues. I tried calling the assistance phone number but I get stuck in circles because I don't have an existing plan with Xfinity--because I can't verify my birthday to get a plan. I have tried on two different browsers, cleared my cache, and triple-checked that I am entering my correct birthday in MM/DD/YYYY format. I have no idea where to move forward from here and would greatly appreciate assistance because I just moved and would like to have internet as soon as possible.
XfinityAldrik
Official Employee
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2.6K Messages
3 hours ago
Thanks for reaching out @user_w3rxo8! I can understand how frustrating this is, especially after just moving and trying to get internet set up as quickly as possible. This sounds like an identity verification error during new customer account setup.
You’ve already tried the right basic steps by using different browsers, clearing cache, and confirming the MM/DD/YYYY format. Since the error is still happening, we’ll need to review the pending order/account setup details and service address to see what’s preventing verification from completing. Similar verification errors often require account-level review rather than repeating the self-service flow.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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