hcchang0318's profile

Regular Visitor

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3 Messages

Sat, Aug 22, 2020 5:00 PM

"You are logged in but we are unable to access your account details."

When I signed into my account, it showed "You are logged in but we are unable to access your account details. Would you like to try again?". It has been a week and It doesn's look like a system issue but a particular problem to my account. Any advise here to resolve the issue?

Responses

Accepted Solution

ComcastJonathan

Official Employee

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839 Messages

8 m ago

We were able to resolve this issue by changing a back-end setting, we're investigating how the identity on the account was set to set to said status.

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Official Employee

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839 Messages

9 m ago

Hi @hcchang0318 

 

Please start with www.xfinity.com/id and ensure you are signing in with the correct Xfinity ID associated with the correct service address.

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Regular Visitor

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3 Messages

9 m ago

I checked www.xfinity.com/id and verified it's the id with correct address. I've been using this xfinity id for ~2 years but it went bad since 1-2 weeks ago.

Official Employee

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839 Messages

9 m ago

Thanks, we're investigating

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

 • 

839 Messages

8 m ago

@hcchang0318  seems like there may be a defect that's getting fixed next Wednesday, we'll follow up then. If you need to pay your bill, you can do so here without signing in: https://customer.xfinity.com/lite 

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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Regular Visitor

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3 Messages

8 m ago

@ComcastJonathan, any update please? The issue still persists on my account.

Official Employee

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839 Messages

8 m ago

@hcchang0318  can you PM me your service address, account number, mobile phone number, and email?

 

Thanks!

Jonathan

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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New Poster

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1 Message

6 m ago

I have the same problem, I can only sign in on google but I can’t on the app.

New Poster

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2 Messages

5 m ago

I am having this same issue. This hasn’t happened to me before.

Official Employee

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839 Messages

5 m ago

Hi @indie25 give it a try now. There's a backend database configuration mismatch that I've manually set to fix. It should've been set automatically so I'm checking with the team on what caused it.

 

Thanks for your patience!

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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New Poster

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2 Messages

5 m ago

Thank you Jonathan!

Official Employee

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839 Messages

5 m ago

You bet, enjoy your services and Happy Holidays!

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

New Poster

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1 Message

4 m ago

I am having this same problem

Official Employee

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839 Messages

4 m ago

Hi @Gabriellegreen, let me know if you're still experiencing the inability to sign in. Your issue is actually not the same as everyone else's, please create a new post and detail the issue (without providing any personally identifiable information).

 

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

New Poster

 • 

1 Message

4 m ago

I am having the same problem

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