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On July 24th I signed up for new customer Xfinity 250 mbps service. I requested self-install, with a ship date of Aug 13th (I'm moving into my new apartment on Aug 15th).
I received an order confirmation email on the 24th and set up my online account login / password, but whenever I log in I get the message "We are having some trouble connecting to My Account." I assumed this was because the account was still being set up, but it's still doing this 2 days later. I've tried in different browsers, and on two different computers.
The one section of the site that IS working when I login is "Shop/Upgrade" (surprise) which recognizes me as an existing user. From the Shop/Upgrade page I can get to the "My Plan" page which has my account #, but if I try to go to "My Account" from there I get the error message.
Today, the 26th, I received an email "Your installation day is almost here". In the body of the email it says "Your technician will arrive within a two-hour window" but doesn't say when the visit is. It gives me an option to reschedule the technician visit - but this link does not work, since I get the same account error. So I have no clue when this technician is planning to visit, but I assume it's sooner than Aug 15 - which means I won't even be in possession of the apartment.
So my problems I need assistance with are:
1 - Can't access account online
2 - Apparently a technician visit is scheduled for 'sometime soon' but I can't see when it is and can't login to change it. When is this visit and how can I change it?
3 - Why was a technician visit scheduled after I chose self-install? Am I being charged for this?
I can provide order confirmation number, email, and account # in PM if needed.
Any assistance? I have tried using Chat but I only get the message "Use a valid account number" when trying to initiate chat...
I replied to your private message last week. If you still need assistance after seeing my response, please let me know.