Visitor
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3 Messages
Cannot login into Xfinity App
I have been trying for two days now to login into the Xfinity app. Each time Im being told I'm using the incorrect ID which is not the case.I have tried all options email phone and username. I have tried multiple browsers and even different devices. I have been having security concerns since my install and believe the two maybe related as it is blocking me from accessing the app to see my settings on the router. I'm not sure if this is maybe being done internally or from a recent hacking/malware attack.I was surprised to see Xfinity employees can alter the router settings without granted permission also there is no security measures when accessing someone's account over the phone. All you need is their name and phone number to get details for the owners account.
XfinitySean
Official Employee
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459 Messages
3 hours ago
Hey there user_exj4xl, we appreciate you taking the time to post on our community forums! Login issues are always frustrating, so I'm sorry you're running into problems trying to access your account. While agents may have the ability to change settings on customer gateways for troubleshooting or if requested, we do not have access or the ability to change customer login information for security reasons. You can rest assured that there's no wrongdoing by an agent.
The most common fix for an incorrect ID error is clearing the cache and cookies on the browser that's in use when signing. I'd recommend giving that a shot, and if it still doesn't do the trick, our team can absolutely take a closer look! All you'd need to do is send us a direct message with your full name, name on the account (if different), and service address, and we can dig in!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
• Click "Sign In" if necessary
• Click the "direct messaging" icon or https://comca.st/3J0ir1l
• 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
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