Visitor
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1 Message
I’ve been locked out of my own Xfinity app for over a year now
Title sums it up. I’ve been trying - unsuccessfully - for longer than I care to admit to access my OWN ACCOUNT THAT I AM THE ONLY PERSON ON. I have called multiple numbers, waited in endless virtual holds, and it has never been resolved. I can’t see WHAT IM BEING CHARGED, ANYTHING. Nothing. I’m stuck calling the number and talking to the robots every time I pay a bill like it’s 1998, & I’m putting pillows over the computer tower to drown out the DIAL UP. GET WITH IT , XFINITY! IVE BEEN ALL OVER THE COUNTRY WITH INTERNET AND THIS COMPANY IS THE MOST VILE OF THEM ALL IN TERMS OF ACTUAL CUSTOMER ASSISTENCE. Today, I magically got through to someone only to be redirected to YOUR AUTOMATED LINE ONCE AGAIN. FIX MY APP FOR THE LOVE OF EVERYTHING HOLY. IM ABOUT TO MAKE A MOUNTAIN OUT OF A MOLEHILL AND DIE THERE IF I DONT GET THIS FIXED NOW. I’m moving in a few months, and I’d rather pay more for a different company than play this game anymore. Congrats, xfinity, you broke me.
XfinityRichard
Official Employee
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3.3K Messages
7 hours ago
Hi there, @user_9ykyip I’m really sorry you’ve been stuck dealing with this for so long. I completely get why you’re beyond frustrated. Being locked out of your own account and not even able to see your billing is not okay, especially after all the time you’ve already spent trying to fix it.
Let’s try to break this loop and get you back in:
Start with a password reset using your Xfinity ID at the sign‑in page (even if you’ve tried before).
If it fails or loops, try signing in from a different browser or device, or clear your cache/cookies sometimes the app itself gets stuck.
If you’re seeing an error or it says your account can’t be found, it may be tied to a profile/permission issue, which needs to be corrected on our side.
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