U

Visitor

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3 Messages

Fri, Dec 3, 2021 4:04 AM

Closed

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

I am having the same problem for the past 4 days where I try to login to my account and it says “you are logged in but we are unable to access your account details.” I signed up for internet 4 days ago and have not been able to up login to my account and get this same message every time. 

XfinityJorge

Official Employee

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463 Messages

10 m ago

Hello @user_58c07d thank you so much for contacting our Xfinity Support Team. I am sorry to hear about the issue you have experienced while attempting to log in. Have you used another browser or device to attempt to sign in? 

Visitor

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3 Messages

@XfinityJorge yes I have tried on my phone and laptop and on different browsers on each

Official Employee

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645 Messages

Thank you so much for taking the time to confirm this for me! Are the internet services currently active or are you awaiting equipment or install? Have you fully followed the steps supplied through this link? https://comca.st/3luzXl4

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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3 Messages

the services should be active. I am not waiting on equipment as I have my own router and I have followed those steps on the link.

Official Employee

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645 Messages

Alright, let's dig a bit deeper into this so that we can ensure that we get to the bottom of the login issues. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily. 
Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3CniqRJ
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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

Hello Im having the same problem.

Official Employee

 • 

553 Messages

Hi, I understand you are having issues logging into your account. I am sorry to hear this. 

 

Is this your first time logging in?

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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