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user_f221dc
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7 Messages

Thursday, December 26th, 2024 6:02 PM

Unable to view my statements online

I'm unable to view my billing statement online. Receive error "We are having some trouble connecting to My Account" This has been happening for a long time.  What causes this?  How to correct it?​

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Updated 

3 months ago

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XfinityOrlandoM

Official Employee

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1.9K Messages

4 months ago

@user_f221dc

 

Thanks for reaching out to us, we do apologize for any inconvenience you're having with our website https://www.xfinity.com/bill-pay ,

 

I would recommend clearing your caches and cookies on your device or even trying to different browser. This link https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill also has great information on how you can view and pay your bill using our Xfinity app as well.

 

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user_f221dc

7 Messages

@XfinityOrlandoM​  Browser cache is not the problem.  People repeatedly blame browser cache when it is not the cause of most problems.   Same problem occurs on multiple browsers on multiple machines.   Consistently receive the error "We are having some trouble connecting to My Account".   I've tried disabling extensions and loosening security options in the browser settings to not avail.​

(edited)

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4 months ago

0

user_f221dc

7 Messages

I've played with multiple browser settings.  I got it to work, but it requries turning off one or more security settings.  1.  Allow popups  2. Allow 3rd party cookies.  3. Disable ad blocker extensions.

I'm looking for Xfinity technical staff to describe to the community the criteria necessary to view statements and manage account settings.  It requres one or more of the above and possibly other settings.   The problem is, disabling these settings makes users vulnerable to tracking and hacking.

(edited)

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4 months ago

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XfinityOrlandoM

Official Employee

 • 

1.9K Messages

@user_f221dc

 

I do apologize for any inconvenience, we're not aware of any issues with our website.

 

I just went to this link  https://www.xfinity.com/bill-pay and I was able to sign into my personal account.

 

   When you click on the link I provided above do you get the same error message still?

 

Are you able to access your account via the xfinity app https://www.xfinity.com/apps ?

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
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
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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4 months ago

0

XfinityOrlandoM

Official Employee

 • 

1.9K Messages

@user_f221dc

 

I'm glad you got it to work this link https://www.xfinity.com/support/articles/xfi-advanced-settings has great information on our security settings and our advanced security that comes with our services,  this has great information on the settings and what our advanced security protects

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
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
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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4 months ago

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user_f221dc

7 Messages

I got it to work temporarily using Chrome.  I cannot get it to work now.

I got it to work on Microsoft Edge with no changes to extensions, popups, 3rd party cookies

I tried logging into my account in Firefox and it would not even accept my email address.

There is something about Chrome or specific Chrome settings that is incompatible with Xfinity's website, account management / billing webpages.  I'm still interested in hearing from a Xfinity technical representative who is familiar with the website design to explain what could be causing the site to deny access to Chrome users.

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4 months ago

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user_82vyh1

1 Message

3 months ago

It appears as though Xfinity intentionally try to crash and delay viewing the customer billing statements to prevent customers from comparing and analyzing their billings versus the outside party.  Every internet platforms are fast and reliable until one logs into to get access to xfinity billing details.  It is painfully slow or crashing frequently - asking to trying/logging again.

 

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