Visitor
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1 Message
All ready enrolled in home internet plan but not able to access mobile app to finish set up
I am extremely disappointed and frustrated with Xfinity’s service. I signed up for a home internet plan this week, yet when I try to set up my internet, the Xfinity app repeatedly tells me that I am not an Xfinity user and that I am not authorized to access the app.
I have already confirmed in-store that my purchase, plan, and account information are correctly entered in your system. There is no reason I should be locked out of the app.
This has been a completely inefficient and confusing experience. I expect this issue to be resolved immediately and a clear explanation provided as to why this happened in the first place.
EG
Expert
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116.2K Messages
2 days ago
Concern moved here to the Xfinity App help section for assistance.
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XfinityRichard
Official Employee
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2.9K Messages
20 hours ago
Hi there, @halliewwu ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I know how frustrating that is to get a message telling you that you are not an Xfinity user and how it does not recognize your information. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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