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user_9gbd3o
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Visitor

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2 Messages

11/01/2026 12:19 AM

Something unexpected happened

Before you tell me “send a direct message its at the top right of the screen” it is not. Every time i try to edit my contact info or literally anything including logging into my Xfinity app to setup my wifi, it either says “Access not authorized” or “Something unexpected happened” please help me fix this.

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XfinityJon

Official Employee

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2K Messages

2 hours ago

Good evening user_9gbd3o. I will be more than happy to assist you with your concern. I do have a couple of questions so that I can better understand the situation. Have you either recently started service with us, or moved to a new location? Or, is this an account you have had but recently began having issues with accessing your account? 

 

I know you mentioned issues with logging in to the Xfinity App, are you able to log into the website at all? Please let me know. 

 

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user_9gbd3o

Visitor

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2 Messages

43 minutes ago

i can log in online, but cannot edit any of my profile information or view anything about my plan, it says “something unexpected” every time. i just got an internet plan and router w/ xfinity.

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XfinityJon

Official Employee

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2K Messages

Okay, I can look into this further for you. I will need some additional information. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
 
To send a "Direct Message" to Xfinity Support:
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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