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Can't access "My Account" or "Shop/Upgrade." A communication error has occurred.

New Poster

Can't access "My Account" or "Shop/Upgrade." A communication error has occurred.

Hi,

Thank you for reading my post. This is my first post on both this board and forum.

I became a Comcast Xfinity subscriber in July 2018. I had issues accessing my account information both on the browser and in the Xfinity Apple app. Foolishly, I thought that the issue would resolve itself on its own. Now, 11 months later, the issue still persists.

When I log into my account on the Xfinity website, I am logged in as expected. However, if I try to go to "My Account" or "Shop/Upgrade," then I am unable to continue.

If I go to "My Account," then I am greeted with the following error message:

"Sorry

A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later."

If I go to "Shop/Upgrade," then I am greeted with the following error message:

"We're sorry.

The credentials you have entered are invalid.

Please check your credentials."

This is agitating because I would like to update my payment method and have had no luck with it. I would rather not speak with a live agent on the phone if possible, but I will if it's deemed necessary. I can provide any necessary requested information at-will.

Thank you very much for your assistance today.

Problem Solver

Re: Can't access "My Account" or "Shop/Upgrade." A communication error has occur

 Have you searched for other posts with similar issues?
 
 This is a common problem with many threads discussing/reporting it.  There is a trick to get an agents' attention, however they don't want it posted publicly.   You'll just have to be patient for an agent to respond on this forum.
 
   Another poster has stated: "This was resolved by phone with a tech. My credentials were not linked to the proper account after changes were made to the system." 
 
You might also call 1-800-COMCAST and ask if the agent can link your profile login to your account properly.  If they cannot, then ask if they can escalate it to the next level support.
Joe V
(not a Comcast employee, just another paying customer)
New Poster

Re: Can't access "My Account" or "Shop/Upgrade." A communication error has occur

Hey,

I did notice other people post about this issue (numerous times in fact, and I apologize for adding to the mess and clogging up the board), but I was hoping to avoid a phone call if possible because my reception where I live isn't the greatest.

It looks like I might have to just deal with it and give them a call anyway.

Thank you for your help. I really appreciate you taking time out of your day to respond to me.

Official Employee

Re: Can't access "My Account" or "Shop/Upgrade." A communication error has occurred.

Hello, Amaroidal! Welcome to the Xfinity Forums.

If you haven't had the chance to reach out to our phone reps, I would really like to assist you with this issue and help get your username working as quickly as possible so you can manage your account.  Please send me a private message with your first and last name so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
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.
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Official Employee

Re: Can't access "My Account" or "Shop/Upgrade." A communication error has occur

Amaroidal, as I have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to get help with correcting your username so you could manage your account/services again, but if you still need assistance, please feel free to start a new thread.


I am an Official Comcast Employee.
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!