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Visitor

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1 Message

Fri, Oct 22, 2021 5:56 PM

Fixing login infinite loop

Looks like the account system is a little wonky.  I've been having the same issue as many people with the infinitely looping login screen or "you're already signed in" screen.  It seems to correlate with not being able to look at your Account info on the normal website either (even though you can log in and see other parts of the site).

Seems like if you create your login as part of the sign-up process, whatever its doing there isn't propagating all the necessary things throughout the account system. So the basic auth  of your user/pass system works, but doesn't let you move further (seems to be with the oauth token, but thats not my area of expertise).

Use this link https://comca.st/3pk7mSi to create a "new" login using your phone number.  After you do basic phone and address verification, it'll tell you an account already exists, and prompt you to link those accounts.  Say yes to that, and then everything should work fine.

To Xfinity support:

You need this link posted in your help articles somewhere.  You also need a reference in the wiki that infinite login loops can be caused by incomplete account creation, and are sometimes resolved by creating a new account and linking it to your current one.  It took me 2 days and I don't know how many hours messing around to figure this out.  The support reps all ask "Do you have an xfinity account" and the customer always thinks, "Yes, because I can log in through the website." Judging by the reviews of the xfinity app on Google Play, this is affecting a huge number if first time customers (maybe even nearly all), creating a huge hassle and negative first experience with your company.  Figure out where this disconnect is and get it fixed.  It'll reduce negatime impact to customers, reduce call volume to call centers.  An all around win for a very low-risk change of a few lines in a wiki and a link from the login page.

Visitor

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1 Message

1 m ago

Thanks for posting this. I had the same issue, however, I am not a new customer. The app had worked fine until one day it didn’t. 
It’s fixed now though I’m not sure exactly what did it. I used your link, and after verification it said “looks like you already have a login want to use it?” and I clicked “no I’m someone else” then logged in with my username and password and then the loop cycle stopped. 

Visitor

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1 Message

1 m ago

Holy cow, after hours of trying and trying, this was the info I needed.

Thanks for taking the time to post this, as it's totaly not obvious and would be a very tough thing to explain to a support person over the phone.

I created a support forums acct just to thank you for posting this....

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