@xf_user1​ when you created the second user,  did you create them at the member or viewer level?

Sometimes, manager level accounts are locked out too. Both my primary and manager accounts are locked out.   It's a thought if xfinity can't fix it via their diagnostic. 

If you did and you're still locked out? My condolences.  This does suck. 

@larissaej​ I already had a secondary user created (I have all seven slots used) and successfully logged in as one of them.  Why the primary wouldn't work...I'm at a loss.  

And I just got a text that the "processes have completed and your Xfinity service should be restored".  Unfortunately it still is not working.

@xf_user1​ yeah, welcome to the club.  Been caught in that cycle of hope and disappointment for four days now. 

Problem is that this is a backend server problem and nobody who answers a phone works at the level where this needs to be fixed. 

@xf_user1​ Yep, had that one also.  That comes from a low level CSR that is un-aware of the issue.  They do something called "refreshing the account" as part of there little check list card they thumb threw on what to do for certain problems or issues.  When your account has completed the "refresh" the automated system sends you a message saying services should be restored.  It is almost the same  [Edited for language] they do when they insist on sending a remote reset to your cable modem / gateway before doing any real troubleshooting for internet / wifi issues.

Welcome to the club indeed!

@user_6a0450​   Whoever is posting all this fairy tale bogus advice about clearing cache, closing and reopening ought to apologize and accept appropriate punishment!!  None of that works; the problem is one for Comcast to resolve if they can find someone with enough technical skills to handle it.

Create a new user and that feature will be accessible!

You can change back to your preferred user AFTER COMCA$T CORRECTS THIS PROBLEM.

@user_6717bc​ I agree about clearing cache.  Hate that, especially locating web pages I use daily and everything is gone and have to start over.  Not a huge crisis by any means, bigger problems in the world, but stupid to suggest something that does not work.  Even having to create a new user profile is a quick fix, but also so unnecessary.  I already have 2 other emails so it was easy to log out of primary acct and log into one of them, but if you don't, more of a hassle. 

@user_6717bc​ No one here is recommending that at all.....just merely posting Comcast screens they got saying that or repeating what some recommendations were made to them when they called Tech support............. none of which works obviously.......  and yes, it is Comcast's to fix.......but while you are waiting, you might be missing your favorite shows......  Read thru more of the postings to see if something works for you.

@user_f44c3c​ This was a backend issue not a endpoint issue;  clearing cache accomplished nothing.

@oly47​ oh well that [Edited: "Language"].

@oly47​ if you add the new user via add a new user here: https://www.xfinity.com/support/articles/adding-new-user-names-or-email-addresses

you can skip the phone number (it will ask just ignore it) and it should not need your address.

Note: you must be the primary user to add a user this way.

@oly47​ use a different or fake cell number, that's exactly what I had to do.  You can't use the same number for more than 1 acct.  

@oly47​ Another work around is switching "Manager" roles with other users in the account will work also, no need to add another user. 
Just make sure someone is Manger profile to have access overall users inside the account. 

@LeeSoFL​        ;-)  !!!!!!!!!!!!!!!!!!!!!   Error duly noted and fixed!  Started getting wound up too early with only half cup of coffee.......thx!

@donchm​ 

We sincerely apologize you are experiencing this issue. Would you mind please sending us a direct message with your console logs for when this happened? To access your console logs, please follow the directions below. 

Launch the Chrome browser> Right Click > Click Inspect > Click Console> Click settings > Select the “Preserve log” (if its unchecked) > Launch the URL https://www.xfinity.com/stream/ > Try login with the account which is having the issue > Right click on the logs > Click Save As and save the log.

Again, once you get those logs, can you please send those to our 'Xfinity Support' handle? To do so please follow the directions below.

To send a direct ("Private") message:

• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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 it

Thank you for your assistance. This will help us to identify this issue and resolve it as soon as possible. Thank you again for your assistance. 

 You already know there's an issue, why are you having people send you logs? There's an actual error code and you all still can't fix it. Users need to be compensated for this outage. 

Odd how it happens during the NCAA tournament weekend huh?! 

Can you believe this?

@user_e23f00​   Why do I feel like I am in some kind of dream and I can't wake up!  ............  Maybe we should ALL directly "REPLY" on that Administator's post?

@XfinityJessie​  There is no such icon on any Xfiniy page I have gone to, so thanks for the useless response.

@wkuo3​  Don't hold your breath while waiting......we are now into at least the 5th day with no movement toward a resolution of the problem.  And finding any Comcast employee who will admit there is a problem is a big development.  My complaint has been "elevated to the Regional Executive Team", whatever that might be, with the assurance that once they contact me the issue will be quickly fixed, but I am still wondering just how conversation with me will help to solve the streaming failure.

@user_6717bc​  What they really need to do for the future is, cough up the appropriate salary/wage to hire the right people to maintain the huge machine they're having now.

Preventative maintenance is crucial these days, anticipate , not patching up when necessary.

It is most likely the system was under attack.

Each time my company send out notice for Maintenance was probably for the same reason, patching job to repair the attack/ attempts of attack they had received.  Not going to be surprised if this is the same case.

No excuse for not anticipating the updates from Windows and Chrome; they should worked with the vendor to make a smooth transition, and update their own system prior to needing repair work.

I just can't believe for what we shelling out for the service and they could not even take care of their end. 

Our City had only permitted a couple provider in exchange for their initial investment to bring in the internet.  Time had elapsed and a review need to de done to bring in additional provider.  Instead of just satisfying the antitrust law, by allowing the two larger provider to provide internet service.

It is a revolving door which having the similar issue every couple of years.  How could they survive in an open market with more competition.