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Visitor

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2 Messages

Fri, Apr 15, 2022 2:19 AM

Xfinity account login issue.

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I keep getting emails from Xfinity; I pay my monthly internet fee. Thus I guess I am a customer of Xfinity. However, I cannot do anything on the Xfinity page because anytime I try to log in, it gives the message above.

Official Employee

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562 Messages

4 m ago

I am so sorry that you aren't able to get access to your account! Just to make sure, have you tried to reboot your modem as well? Have you tried different browsers or incongito mode? Are you able to see if you can get in on other devices like a phone or is this everywhere? 

Visitor

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2 Messages

@XfinityJosephB​ I tried everything. I cannot get in on any other devices.

Official Employee

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1.1K Messages

Thank you for your due diligence in attempting to log in with different devices. I know how important it is to be able to access your account on line, not to mention the valuable self service options with out Xfinity My Account app. I'd like to do some more in depth troubleshooting with you. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

Visitor

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1 Message

4 m ago

We have never been able to get in our xfinity account. We would like to set it up correctly so it works with email [Edited: "Personal Information"] and home address [Edited: "Personal Information"]. Thanks!

(edited)

Official Employee

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302 Messages

Hello @user_f16336! I hate to hear that you've had trouble accessing your account online. Could you please send our team a direct message with your full name and full address? I'd be more than happy to look into this for you.

  • Click "Sign In" if necessary

 

 

  • Click the "New message" (pencil 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
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

Visitor

 • 

9 Messages

I'm having a similar problem. I don't see an DM icon anywhere and when I click on the link you provided, the page is a 404. You don't have to be logged in already do you? Sorry to highjack this thread but this site won't let me ask a question because I'm not logged in!

Visitor

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9 Messages

Never mind about the not being able to ask a question. I'll ask my own question.

XfinityGina

Official Employee

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594 Messages

Hi @user_922c8e

 

You might not see the icon to send a direct message if you have not posted in our forums before. Since you just did though, you should see it although you may need to refresh or reload the page :) 

 

One easy thing to try would be to doublecheck the username. There are sometimes situations where a default one is created as the primary. Let us know if that does the trick! 

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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