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unable to access my account

New Poster

unable to access my account

hi,

 

I recently got xfinity internet at my house - while the technician  was here after installing he mentioned to download the xifinity my account app. I did so and when I attempted to log on it say "you are logged in but we are unable to access your account details. would you like to try again?" I click try again and the same message continuously comes up. The technician noted to try and log on through internet browers rather than the app - i did so however it takes me to a page that says "thank you for your purchase! We're getting your account set up. Check back soon to track and activate your services." - he replied try again in a few days. That was Thursday October 3rd. It is now Wednesday, October 9th and the same message is coming up when I attempt to log in on both the internet browers and the app. I have tried to contact support but when I try and chat support it says "I'm not sure about that. Would you like to search Help and Support articles?" and when I attempt to call it says they are unable to schedule a call with me. 

 

Can someone please help me with this issue so I can access my account and email? I have tried uninstalling and reinstalling the app multiple times, I have tried resetting my password, nothing seems to be working to resolve this issue. 

 

Thanks

Expert

Re: unable to access my account

I'm going to escalate this to the forum admins for follow-up.  This is not something you can fix yourself.  You should see a response here in this thread.



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Official Employee

Re: unable to access my account

Hi there, panellakrista. Thank you for posting! Sorry to hear about your troubles with your online account. We absolutely want to get this fixed for you as soon as possible. This is likely caused by an issue with how your username is associating with your system. I can pull up your account and see what corrections need to be made. Please send me a private message with your name (first and last) so I can take a look. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

Thank you!

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: unable to access my account

I'm having the same issue as well.

New Poster

Re: unable to access my account

I'm having the same issue as well.