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Cannot access account to pay bill!

Contributor

Cannot access account to pay bill!

I've tried on my laptop as well as the app on my phone and cannot access my account to pay my bill. On the app it says "You are logged in but we are unable to access your account details. Would you like to try again?" and on the website using my laptop, it allows me to sign in and access my email, but does not allow me access to pay the bill. It just shows a loading icon that will eventually time out. Is the site down for some reason?!

Tags (2)
New Poster

Re: Cannot access account to pay bill!

Im having the same issue except it tells me error- "Reference #30.f33c517.1530293030.11f6945d"

Regular Visitor

Re: Cannot access account to pay bill!

I am experiencing the same issues not being able to access my Comcast account from my PC, nor via the Comcast apps on my iPad and iPhone. Comcast should post some sort of notification for its customers re the problem.
Contributor

Re: Cannot access account to pay bill!

I'm currently on twitter with someone looking into it from Comcast. They are having a hard time figuring it out. I'm also now getting the same error message of "An error occurred while processing your request. Reference #30.b64f2f17.1530294516.219166a"

 

Definitely got to be a site wide issue going on. 

New Poster

Re: Cannot access account to pay bill!

I am having the same issue this morning. Cannot sign in to pay my bill.

Contributor

Re: Cannot access account to pay bill!

Just did a twitter search and it's out everywhere... hacked? Virus? Will late bill payments be forgiven? Hmm... 

Contributor

Re: Cannot access account to pay bill!

Still having the same issue this morning... can't access account to pay my bill. I can access my email through comcast (which I don't really use) and our internet is working. It's weird that the only issue is accessing my account information. 

Valued Contributor

Re: Cannot access account to pay bill!

Same issue here.  I need to see my bill, and I need to pay it, cannot get the page to load.  It's just doing its round hourglass thing, it won't load the account page.  I tried all day.  This needs fixing.

Contributor

Re: Cannot access account to pay bill!

I've been DM'ing back and forth with @comcastcares on Twitter since last night (3 different reps since yesterday afternoon)... the last person I was messaging with put in a ticket for me with the Advanced Support Team who is supposed to be looking into it. They are supposed to get back to me at some point "between the hours of 8 am and 9 pm". It's weird that this is not an isolated issue and part of the reason I think they may have been hacked. 

Contributor

Re: Cannot access account to pay bill!

Yeah, so now they are saying "A specialist should be reaching out to you within the next 72 hours" and that they will follow up with me on Monday. Oh and this is an @comcastcares rep #4 on twitter DM. 

Contributor

Re: Cannot access account to pay bill!

So just got off the phone with someone from the Advanced Support Team and she put in ticket with their engineers after trying a bunch of different things to get access to my account. I sent her an email with links to a reddit thread and the threads on here to let them know that this is NOT isolated to just me... especially since she said that she did not see any other tickets about this particular issue. Someone is from the Advanced Support Team is supposed to get back to by the 7th.

Valued Contributor

Re: Cannot access account to pay bill!

It's still not working for me.  And I have a support ticket.  I still need a hard copy of my bill, still can't get one.  They really need to find out what's wrong with this. 

Contributor

Re: Cannot access account to pay bill!

I'm really hoping that they look at the links to all of the threads I found (and there are a few more that I did not link in the email). Since they told me that they will be in contact by Saturday, my bill is due on Sunday, so I guess I will be calling to pay my bill over the phone by Friday if not resolved. That's crazy that you still can't get a hard copy of your bill. Once this is resolved, I'm planning on getting a paper bill sent every month. 

Valued Contributor

Re: Cannot access account to pay bill!

It's really frustrating.  And not having a copy of the bill could hold up my recertification.  I might be able to send them an email of the bill amount, I have that, and I could maybe try taking a pic of my bill details off the tv, but I really need a copy of the bill.  They always try to push us to be paperless, then when you need it, you can't get it. 

Contributor

Re: Cannot access account to pay bill!

Exactly! Well, will keep you posted on whether it's resolved or not. I hope they accept your screenshot of the bill! 

Contributor

Re: Cannot access account to pay bill!

Still the same thing here.  I'm assuming everyone is also getting the same error message in the Xfinity My Account app for cell phones.  Mine says "You are logged in but we are unable to access your account details.  Would you like to try again?"

 

There is a Comcast support rep sending me direct messages on these forums but we don't seem to be getting anywhere.

Contributor

Re: Cannot access account to pay bill!

Yep, getting that exact error when I try to use the app. 

Valued Contributor

Re: Cannot access account to pay bill!

Yes, same error on my cellphone, and on the pc, it just says it's having trouble loading my account info. I hope they fix this soon.
New Poster

Re: Cannot access account to pay bill!

Just to add another person to the list, I am still unable to access. This began to happen almost simultaneously with the large nationwide outage last week. 

Contributor

Re: Cannot access account to pay bill!

I think that makes well over 20 documented people now that have the same issue. Those of us that are posting about it have to represent a fraction of the people who have the exact same problem, including those who don't realize they have this issue yet because they haven't tried to access their accounts. The day of the outage was when I first try to access my account (didn't know there was an outage at the time going on when I first tried to pay my bill). 

Contributor

Re: Cannot access account to pay bill!

FINALLY an acknowledgement that this is a bigger issue than "just me" - this is from an employee who posted on this thread: http://forums.xfinity.com/t5/My-Account-Sign-In-Xfinity-Website/Can-t-log-in-both-laptop-and-My-Acco...

 

"Thanks for your feedback. After you informed me that you had a ticket with the advanced techs for this, I checked for any known issues and was able to confirm this is now a national issue. I would like to link your current ticket with this investigation if it has not be done already to ensure you are included when a fix is rolled out." 

 

Cross posting 

Official Employee

Re: Cannot access account to pay bill!

Hello All, 

 

This issue should now be resolved. Can you please confirm whether or not there have been any changes on your end? 

New Poster

Re: Cannot access account to pay bill!

This issue persists and has not been resolved
Official Employee

Re: Cannot access account to pay bill!

@b123456789

 

I can investigate this further. Please send me a private message with your first and last name and the phone number associated with your services. To send a private message click on my name "ComcastChe", then click private message me. 

New Poster

Re: Cannot access account to pay bill!

@ComcastChe I am experiencing this same issue and have been having trouble getting it addressed when I speak to a representative on the phone. Can you look into this? My name is Grant [edit] and the phone number associated with my account is [edit].

Official Employee

Re: Cannot access account to pay bill!

Hi @ghuizenga

 

I've replied to your private message. Please reach out when you have time so I can begin to look into this for you. 

New Poster

Re: Cannot access account to pay bill!

I’m signed to have new services with Xfinity installed on the 8th. I’ve been placed on hold for 20 minutes and waiting now. I’ve received the precise error everyone else has referred to. Since my install was delayed due to the first Comcast rep messing up, I wanted to use a Xfinity Hotspot from my apartment. Since a rep told me I had to pay for it, I paid for a week on my phone, only to find out it was valid for one device only. I needed it for my laptop. Then they call today to tell me they messed up on the initial call, I provide all the info again and confirm my now-later install and am told to try logging in (right after being told I wouldn’t have to pay a dime for hotspot use). Doesn’t work.
Tags (1)
Official Employee

Re: Cannot access account to pay bill!

Hi @drich1998

 

Sorry for the experience you're having. In your situation, you won't be able to log in and access your account details until your services are installed. As for the WiFi Pass you purchased, This is a different issue. I'm not sure if there is a way that you can use the same pass for the multiple devices, but you can reach out to them to see if there is some way they can refresh/transfer the credentials to your laptop. Since there is a separate department that handles the WiFi passes, you would have to contact them directly at 1-866-0919 (24/7 line).  

 

 

New Poster

Re: Cannot access account to pay bill!

I am having a similar issue as described here except it says "We are having some trouble connecting to My Account". There is an option to Try Again but no matter how many times I try I cannot get into my account details. This has happened for over a month now and occurs on both the app and different computers.

Regular Visitor

Re: Cannot access account to pay bill!

Hi @ComcastChe any chance you could try to help me with my issue of not being able to log into “My Account”?

New Poster

Re: Cannot access account to pay bill!

I have had the same issue for months now.  All I want to do is to get paperless billing on my account, and I cannot see anything in My Account. 

Official Employee

Re: Cannot access account to pay bill!

Hello all. I can help with this log in issue! Please send me a private message with the full name associated with your account and the username that you're using and we'll go from there. 

 

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

 

Thanks!

New Poster

Re: Cannot access account to pay bill!

I just signed up as a new customer, and this happens. Wasted 20 minutes on the phone with someone today for this problem to still be there. We just want to use the internet at home.
Official Employee

Re: Cannot access account to pay bill!

laurynpeery - Frustrating! Please send over the requested info (the full name on your account and the username you're logging in with) and I'll be more than happy to help from there. 

New Poster

Re: Cannot access account to pay bill!

Still not working...
Official Employee

Re: Cannot access account to pay bill!

Good morning, Ptighe13. I have responded to your private message. Please reply from there at your convenience and I will continue to assist. Thank you.

New Poster

Re: Cannot access account to pay bill!

Hi, I signed up for Xfinity and have a bill due on 9/5. I also cannot access my account page to pay the bill.

Official Employee

Re: Cannot access account to pay bill!

Hello, JSteiger. I have responded to your private message, please reply from there and I will continue to assist. Thanks! 

New Poster

Re: Cannot access account to pay bill!

I am having this issue still. Clicking view my bill and account settings do nothing

Official Employee

Re: Cannot access account to pay bill!

Hi, jacbking. Please send me a private message including the requested information from my reply in this thread and I'll be more than happy to help you get this access issue taken care of.

Regular Visitor

Re: Cannot access account to pay bill!

I am having the same exact issues. The more I read the forums sometimes it looks like people have two account linked to them somehow. Like an old one or old email. Can anyone help me with this issue? Thank you

 

Regular Visitor

Re: Cannot access account to pay bill!

I am having the same issue. I have already sent private message with my account information and never recieve a reply. Please please help. Thank you.

Official Employee

Re: Cannot access account to pay bill!

Hi there, jenny25 and zinuo. I have responded to both of your private messages and will be happy to continue assisting you from there. Thank you.

New Poster

Re: Cannot access account to pay bill!

Hello,

 

I am also having the same issue. I have not been able to access My Account at all since I signed up a few weeks ago.

Official Employee

Re: Cannot access account to pay bill!

Hi there, armot. I'd be happy to help you with this as well. Please send me a private message with your name and the username you use and we can go from there. 

 

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

 

Thanks!