Visitor
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1 Message
Xfinity website login successful, but can't retrieve any billing or account information.
My account is not working properly.
I am able to authenticate on the Xfinity.com web site and it successfully triggers MFA to my phone. I enter the MFA code and it proceeds to the main account page.
But it can't load anything about my account from there. No billing or account management. The page keeps flashing "Something unexpected happened" and retrying.
I have used incognito/private browsing windows and attempted multiple different browsers. I have also reset my password. No luck.
I experienced similar issues when I was trying to sign up for new service and had to call in to actually sign up for service. The phone representative set up my internet service correctly and told me that my Xfinity account would be fixed. My actual internet services are all working fine except for being unable to manage my account on the Xfinity web site or use the mobile app.
The phone system correctly identifies my account based off my phone number and lets me pay my bill. But the Xfinity web site does not let me do anything with my account.
Browser console logs filled with "data-layer/?appID=resi_myaccount_2:4 POST https://api.sc.xfinity.com/session 403 (Forbidden)"
When I try to use the Xfinity mobile app to sign in, I get "You signed in successfully, but you must be an Xfinity user to enjoy this service" When I try to create an XfinityID, it takes my phone number (same one the phone system accepts) and says "This information doesn't match our records"
XfinityAirelle
Official Employee
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2.8K Messages
26 days ago
Thanks for laying all of this out — we can see you’ve done everything right on your end, and it’s beyond frustrating to be locked out of managing your account even though your service itself is working.
Based on what you’ve described — especially the errors like “You signed in successfully, but you must be an Xfinity user” and the 403 (Forbidden) messages in the browser console — it sounds like your Xfinity ID wasn’t fully linked or provisioned to your active service account during the setup. This can happen sometimes if there was an issue during account creation, especially if the initial sign-up had to be done over the phone due to system errors.
Our team would like to look into this further for you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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nochoices13
New Poster
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7 Messages
23 days ago
I have the same issues consistently with this garbage website. Anytime I have to go on here its 15-20 mins of my time wasted which should be 2mins tops to complete simple things like making a payment, These issues have persisted for YEARS on the Xfinity site and apps. They never fix it and it clearly isn't a focus. Weekends, or 2am on a Tuesday, it doesn't matter.. same issues.
It just took me over 20 minutes to get the system to correctly take my new payment method. Constant error messages then it just finally decided to work.
I feel like I am going 15 years back in time when I have to use the Xfinity website.
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