yl3's profile

Regular Visitor

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2 Messages

Wed, Dec 30, 2020 11:00 PM

We're getting your account set up. Check back soon to track and activate your services.

I've had xfinity internet services for over 2 years now, and I haven't ever been able to log into my account. I keep getting the following message:

 

"Thanks for your purchase, ****!

We're getting your account set up. Check back soon to track and activate your services."

 

I've already tried resetting my password and finding my xfinity ID. After doing so and signing in it leads back to the above message. May I get help to resolve this?

 

@ComcastJonathan @ComcastMorgan 

Responses

Accepted Solution

ComcastJonathan

Official Employee

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839 Messages

4 m ago

I was able to resolve this with @yl3. So this is a situation where legacy customers were set up with a username by agents. We now only primarily allow invites to a mobile phone number or a non-Comcast.net email, that way customers have a recovery method for password reset and to prevent this scenario.

 

There are a few ways you as a customer can go about fixing this:

 

Say you have an active Account at 123 Main Street (generic example)

Account at 123 Main Street may have an Xfinity ID (username only) tied to it. You can find that out via www.xfinity.com/id. You can also try www.xfinity.com/getstarted if you believe you've never set one up.

 

What you're signing into the forums with may not be tied to any account, but may have a mobile number or email tied to it. When you use the forum credentials to sign into My Account you may see the issues listed above where it says you're still setting up services. This is beyond the 2-3 days after setting up your account for the first time.

 

Do a password reset on the Xfinity ID tied to 123 Main Street and sign into the correct Xfinity ID

  1. Once you're in My Account, go to Users (https://customer.xfinity.com/users) and invite the forum sign-in you're using (via either the @comcast.net or the email or the mobile phone number) and complete the flow with your address for verification.
  2. You can now choose which Xfinity ID you care about:
    1. If it's the one you just invited, use Transfer Admin Rights https://www.xfinity.com/support/articles/change-your-primary-account-user to promote the preferred Xfinity ID Secondary to the Primary.
    2. If it's the one you signed into, remove the contact points on the secondary Xfinity ID you invited, and add them to your Primary Xfinity ID.
  3. Also make sure you've set up automatic payments on whichever Xfinity ID you end up going with. 

 

 

 

CC: @ComcastRob 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

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839 Messages

4 m ago

Hi @yl3 , can you direct message me with your service address and we'll take a look? It seems your identity isn't tied to a billing account at the moment (this is a slightly older account to your point and there may have been issues from account setup back then that we can take a look at to remedy).

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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2 Messages

4 m ago

Hi @ComcastJonathan I sent you a message

ComcastRob

Official Employee

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250 Messages

4 m ago

@yl3

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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1 Message

3 m ago

Hi, 

 

I just signed up today. I haven't received a confirmation email nor have I been contacted by a representative. I've scheduled for an installation for Tuesday & want to be prepared. Also I'd like to get a review of my order. Can anyone from CS please advise.

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