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user_4j81e9
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Wednesday, August 14th, 2024 12:31 AM

Why does comcast's website never work?

I go to my account, billing, it never loads and times out. Tried on mobile too. Same result. Happens every time I try on different days.

The website is so bad, it's like a 1995 website that doesn't have a good layout. There are Olympic ads everywhere. It's 2024. Time's up comcast, fix your terrible site. Shame on you. 

Fix. The. Site. 

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Updated 

5 days ago

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XfinityLinda

Official Employee

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1.3K Messages

2 months ago

Thanks for connecting with us, @user_4j81e9, about accessing your account. We are happy to help. Have you cleared your cache and cookies before accessing xfinity.com or trying a different browser? We also have our Xfinity app which is very useful. I am able to access my account by following these steps. 

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user_4j81e9

2 Messages

@XfinityLinda​ thank you for trying to sort it out. I have tried clearing the cache and cookies, the problem still persists. I'm using Chrome, I would hope I do not have to resort to Microsoft edge or some other D-tier browser. I will try if I get more desperate, lol 

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2 months ago

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XfinityMichaelC

Official Employee

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4.1K Messages

Thanks for letting us know, user_4j81e9! Since you are using Chrome, have you tried going to the billing page using an incognito window (Ctrl+Shift+N)? This should bypass cookies, cache, and any extensions that could interfere with the loading of the page as well.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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Again

Expert

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30.9K Messages

2 months ago

@user_4j81e9 

If you have a lot of add-ons or extensions, try disabling them.

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user_31uzvs

1 Message

It’s just a completely broken website and app. You easily get caught in a loop of it asking you to login, then you go to what you want to add and it asks for your address or to sign in it you’re already a user. Then you sign in. Then back to choosing the service you want to add. Then address with option to sign in. I’m sure it’s so they can get you to a salesman to upsale you, but I’d have already added other services if it wasn’t a completely broken process

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8 days ago

XfinityPaula

Official Employee

 • 

1.1K Messages

Hi user_31uzvs! Thanks for sharing your feedback and experience. I'm sorry that you were stuck in the loop. I have been caught in the loop myself, and it is annoying. Your feedback is helpful for our teams to help understand the needs of our customers and the improvements we can make. While the website prevented you from making the changes you want, I can help. I'm not a 'sales' person. I can make sales in order to help my customers, but that is not my main focus. Is there a service or feature that I can help add for us? 

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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7 days ago

jdawg90

Contributor

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31 Messages

@XfinityPaula I'm having the same issue. It's been an issue throughout my years as a customer. Wasn't an issue until about two weeks ago and had been doing ok for a few months. Does the Web development team know it's an issue and are they fixing it? I think that's the fix all of us would want as customers. 

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5 days ago

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jdawg90

Contributor

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31 Messages

5 days ago

Yeah, I wanted to add a sports package but it either infinite loops between the URL's to change your plan or sends you to a "sorry" page. And I've cleared the cache and all browsing history and used Incognito mode with a VPN. And if I don't login into my account it works. So when you're logged in it gets hung up knowing you're an existing customer and breaks something. It's done this on and off for the ten years I've been a customer. It's hilarious because it's obviously their website programming doing it, in my opinion, and their troubleshooting is basically "clear your cache." Just escalate it to the Web developers already. Frustrating.

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jdawg90

Contributor

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31 Messages

The CS rep I had said he escalated it to the backend team. Every once in a while you get a CS rep that moves it along! 

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5 days ago

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