If you are still having issues, please send me a private message with your first and last name as it appears on your bill and the phone number or account number associated with your services and I can take a deeper look into this. If I don't reply right away, I will reach out when I get back in the office. My working hours are Sunday-Thursday's 2:30-11 PM MST.
To send a private message click on my name "ComcastChe", then click private message me.
FYI, if you just use an xfinitywifi hotspot and not in-home service, they'll force you to call a number, and then you won't get any help from that call either. So no point in asking for help here I guess, if that's your situation.
I signed up fo this service on June 25th I have not been happy with you web site I have tried on my I pad and 3 diffrent servers to get into my account and billing, all I get is a circle and 3 dots nothing happens after that. please help.
Hi I too am having the same issue. I am a new customer - 1 month now and havent been to get in to my account or stream - leaving me with no TV in 2 of my rooms.
Whenever I log into "my account" I get the 3 dots. I also cant in via the app on iOS either.
Also I cannot stream to a PC (Win10, Chrome) or to iOS (iPad nor iPone) - with iOS app I get the error message "Back Office Provision Error".
I do not know my account number (I cant get into to review it) and when ComcastChe I look at your profile I cant see a PM link. Please let me know what I can do - I am so fruststed - many thanks.
I think we're having the same problem, and this won't fix it but it should get you your account number. When the My Account page is loading, click on "Shop/Upgrade" then "View All Offers" then "Back to My Plan" and you'll be able to see your account information if that works. That works for me, but I still can't access the "My Account" portal.
Seems the following is in place - Comcast customer support reps feel that we are unworthy of their attention ... just makes me want to go back to AT&T more than ever
Due to the influx of unsolicited private messages to our Official Employees, private messaging has been disabled for new forum users.
Although we understand our customer's desire to have their issue addressed as quickly as possible, by sending unsolicited private messages to our Official Employees, you are inadvertently violating our forum guidelines. Since the forum is designed as a primarily peer-to-peer based support tool, posting your questions publicly ensures that you get the best help possible and allows users who may have similar issues to benefit from that conversation. This is why private messaging has been disabled for users who have never made a public post.
You will notice that you will regain access to private messaging once you participate in the public forum more. Once that happens we request that you still post publicly and only send private messages to those users/employees that request that of you.
Thanks in advance for your understanding. We look forward to seeing you in the community.
I could see why they would do this for many different issues/concerns, HOWEVER, this is a known issue that is not going to resolve itself by posting on the forums and getting input from other posters. They know this. It's an identified issue that needs a fix on Comcast's end. It's ridiculous that you have to post a few times to get help. Those that are still having this problem can pay their bills over the phone - I HATE paying bills over the phone, but I have to admit it was really easy overall. I still pursued them fixing the lack of access to my account, posting on here, calling Xfinity, and on twitter. Took over a week for them to figure it out and fix it. The fact that there are people still posting that they don't have access to their accounts every day and they are not on top of it, instead they are still giving people the run-around?! Yeah.
I've replied to your private message.
If you're just a wifi on demand customer, they can't help you with this problem. But I figured out a workaround for us folks who just use an xfinitywifi pass.
Go to https://wifiondemand.xfinity.com/wod/selfservice/ and login through that. Should be able to see and alter account and billing information.
Thanks for providing your work around @eballen! We appreciate that.
I am now having this issue as well I am having someone come set up internet this weekend but now can not get into my account and the customer chat portal and phone number are not working please help.
I am unable to sign in to my account as well on both my laptop and the iphone app and it is getting very frustrating as it has happened since I signed up at the end of last month.
Hi. I have the same issue. Recently created an account and unable to view my account for setting up bill payments.
Hi, I'm having the same issue. I haven't been able to access "My Account" for many weeks now. Could someone help me with this? Thanks.
I can look into the issue you're having with the My Account App. Can you please verify your first and last name, and the phone number or account number associated with your services in a private message?
To send a private message click on my name "ComcastChe", then click send a message.
I am in the same boat as everyone else, new customer, just had my modem/cable installed, and I can't access my account or view my bill. The mobile app, and the website via computer/browser yield the same results. I can log in, but attempting to load the "My Account" page results in a time out and then just fails to refresh indefinitely.
How the heck am I supposed to give you guys money for the service if I can't log in to verify my bill payment info?
I am a new customer with this problem. I may have registered an xfinity account for the hotspot at my old address and now have internet service at my new address. I went into a store and they said it should work once I have my services set up. It didn't.
This is the exact same problem I'm having. I just signed up for Comcast service yesterday and was told that once I have a username/password, I'd be able to access My Account and the "pre-installation" perks like XStream (I'm waiting for full installation). It looks like I'm logged it, it's just that I can't access anything without these error messages:
"We are having some trouble connecting"
Or it'll say: "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. Reload"
I can't login to my Xfinity account online or on the app. Everytime I try I get the same error message in the screenshot above, I can't online chat with anyone because it says I need to enter a valid account number, and when I try to call for support, I can never get to a person and the automated system thinks I just want to reset my username. Is this something that you can reset so I can access my account??
Sam here. I've called a couple times and been told to wait for a call from their technical support team that never comes. Additionally, the front line customer representatives have no idea what's going on. They asked me to reset my password when I explained several times that the issue is a different one.
I am having the same issue. I've had xfinity service for over a month (quite literally the ONLY option with speeds > 3MB for my location) and I have NEVER been able to log in to my account, either from the desktop website, the mobile website, or the Android app. Plus, I can't get a web support chat to work because it won't let me sign in! AND I can't PM this @ComcastChe because I'm a new forum user. It certainly seems like xfinity is making it difficult to contact them ON PURPOSE and I would like a resolution ASAP.
I'm having the same issues as everyone else in the thread, which is especially frustrating seeing as this has been a problem for at least a month based on the first posts in here. I just had my service started on Friday and wasn't able to sign-in to my account on the app like the service rep asked me to after the install (which he awkwardly told me was part of his job after I told him it wouldn't let me sign-in, and insisted it was the wrong password - which it wasn't, lol). Still unable to log in. Also unable to start a chat because there isn't an area in the chat form to enter my account number and the chat insists that I must enter one. With only two internet options in my area, and as such a major corporation, Comcast should be doing better. Anyone had any solutions with this yet?
Same issue here. I can use the quick bill pay function so my info is in their system. But My account page just doesn't work in my case.
@ComcastChe Was very helpful and able to quickly resolve the login issues with my account with a couple simple PMs.
In order to PM I had to post twice to this forum, after my first two comments I was able to send a PM. Hopefully this info is helpful to those of you unable to send a PM.
i am having the exact same problem. i'm a new customer, cannot login to my account. I have called support twice, and they are useless, cannot figure it out.
yeah the customer service people on the phone line are horrible - they will give an excuse or just try to sneak out of helping you.
I got on a phone call with comcast support last night. The lady was very nice, and did her best to help. Spent about an hour on the phone. She brought other people from her office into the conversation too. unfortunately she could not help. The proble is, that i had comcast a few years ago, and i just re-subscribed last week. she said that their computer system messedup my account. instead of showing me as re-subscribed, it created another account, with the same account number and the same mailing address, and now their system is totally confused which is causing the login issue. They had to send it to "national support"... who knows if it will ever get fixed. if they don't fix it soon, i'll have to go back to verizon :-( I hope you have better success than i do!!
I am having the same issue too. I am new to the forums and the xfinity network.
Hopefully to find a way to PM you for my account issue.
Update: after posting this, I would be able to PM people.