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user_113k51
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Monday, August 12th, 2024 2:40 PM

Website so Bad

Hey Xfinity, I know I'm not the only one to write this to you. I'm going to write this very detailed in the hopes I don't get a generic and scripted response that tries to pin the mistake on the user. 

The website AND app are constantly stuck in a never-ending loop of signing on and verifying. I've tried to approve on the app; but "there's was an error" each time. Selecting "text me a code" puts me in back in the loop. I just want to pay my bill on time, and I'm sure you guys would appreciate that too. 

Also, why do I have to sign-on everytime I select something in the app? I'm lucky if I can get onto the main-page after signing in. After than, when I select the option to make a payment on my bill, I have to sign-in again and pray I'm not thrown back into the loop. 

Simply, there shouldn't be this much hassle for users to pay you for a service that you are providing. Please have your website engineer do their job and engineer the website. 

Also, I hope you're concerned when one of the first suggested tags for new posts are #customerservice #terrible #annoyed. 

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Updated 

4 months ago

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XfinityBillie

Official Employee

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2.9K Messages

4 months ago

@user_113k51 We appreciate your time in reaching out to us regarding the log in loop. Just to confirm, is this only on the Xfinity app, or does this also happen if you try to use our website? Have you tried logging in both on just cellular data and your in-home Wi-Fi network with the same issue?

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user_113k51

3 Messages

@XfinityBillie​ it happens no matter where I log in. Home (connected to the service you provide), work, on the app, on the website, on my cellular data, no VPN, full service. It's a website issue that obviously (observation from a basic Google search and on the community forum) is an Xfinity website issue on Xfinity's end. 

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4 months ago

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user_113k51

3 Messages

Also, thanks (not really) for the scripted response. My original post made it clear that the loop was both in-app AND on the website. Here's the literal quote you can see above: "The website AND app are constantly stuck in a never-ending loop of signing on and verifying". Not convinced "Billie" is a real person or that Xfinity has any real humans working there anymore. If there are real humans at Xfinity; my boomer grandpa who still uses a rotary phone could design a better system. 

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4 months ago

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XfinityBillie

Official Employee

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2.9K Messages

@user_113k51 I appreciate your patience with my questions. I am definitely not a bot, starting to get the gray hairs from my kids to prove it. I'd like to look into this further and will likely need to submit a ticket. Please send us a DM to Xfinity Support with your full name, address and username that you are logging in with to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

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4 months ago

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