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My Account Page Not Loading and Cannot Pay Bill Online

Valued Contributor

My Account Page Not Loading and Cannot Pay Bill Online

The My Account page won't load.  I've tried with both Firefox and Opera.  It just hourglasses or I get a java script error page.  I tried having a copy of the bill emailed to me off the tv's account area, but all that did was send me a link to view the account page, which still won't load!  I can view the bill details off the tv, but there is no option to pay the bill, especially since I don't have a saved payment method.  And it tells me to go to the My Account page to add one, which still won't load.  This is crazy.  Someone needs to fix this.  I have to pay the bill this week. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Same here. I posted about this yesterday. 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.

 

I've been DM'ing back and forth with @comcastcares on Twitter since Friday afternoon (4 different reps since Friday afternoon)... the 3rd person I was messaging with put in a ticket for me with the Advanced Support Team who is supposed to be looking into it. As of last night they were saying "A specialist should be reaching out to you within the next 72 hours" and that they will follow up with me on Monday. This is an @comcastcares rep #4 on twitter DM. So yeah, your issue is not isolated. 

I also do not store my bank/credit card information on my account. I have a little wiggle room to pay it... hoping they figure out soon. 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

If it's still not loading by tomorrow morning, I'll contact tech support or CS.  So far, it's still just hourglassing.  It's crazy.  I can see the bill on my tv, just can't pay it.  I have a few days till it's due, but this has to be fixed.  I think we might be able to pay over the phone.  I seem to remember there was an automated voice thing and you can do it that way if you call.  We can try that if they still don't have it fixed right.  But I need a paper copy of my bill for something and I can't even get it emailed to me because they only email you a link to view the bill and that's still not working. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Yeah, I still have a little bit of time too before it's due so I'm glad I tried to pay it early! The "72 hours" they told me they would get in contact is up tomorrow evening, but if I hear anything or if I'm able to get in I will post an update on here. I'd like to avoid paying over the phone... I just want to know what the heck is going on! Definitely need access at some point and it's a bit sketchy that only the "my account" portion is unavailable. I can get into other parts of the site and into my comcast email still. I'm kinda regretting going paperless! 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

That's the problem with them all gearing us into grid reliance.  We only got a small taste this week of what happens when the grid goes down.  If we're a cashless society that relies on the grid, all of a sudden you can't pay bills, you can't order things, you can't even pay for groceries if the grid is down.  There's no backup plan.  And many places in the near future will no longer accept cash.  There needs to be a backup plan when things like this happen.  Just one or two fibers got cut and we lost the entire eastern seaboard.  That's seriously bad. 

 

I think this issue will get resolved, but whether it's resolved in time for us to pay, I don't know.  It's annoying, though.  I stopped getting paper bills snailed mailed, too.  No one wants piles of papers around.  But when something like this happens, we need them. 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Still not loading.  I deleted all cookies and cache from the browser, too.  Just to make sure it wasn't an old cookie messing it up.  There is just no loading the My Account page or anything to do with billing.  Also, I tried logging in with the android Xfinity My Account app, it says I'm logged in, but it can't access my account info.  So I can't pay with my phone or my computer.  This is beyond annoying.  I don't have time for calling Comcast and dealing with this. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

It's doing the exact same thing to me. On the app on the phone it says "You are logged in but we are unable to access your account details. Would you like to try again?" So yeah, very annoying. I went the route of DMing @comcastcares after tweeting to them that I had this particular problem. Rather do that than wait on a phone all day, which it sounds like there are long phone waits and lots of disconnections. I'm really hoping this is all sorted tomorrow. 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

If it's still doing it tomorrow, I'll try to get someone either on chat or by phone.  This is crazy.  There's obviously a real problem on their end. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Tried again this morning with both the app and my laptop. Still not getting in. Yeah, once I saw a few posts on here and on reddit about the same exact problem I'm having, I knew it was definitely on their end. And I would bet there are A LOT more having this problem but they haven't checked their accounts yet. 

New Poster

Re: My Account Page Not Loading and Cannot Pay Bill Online

Hi!


I'm a brand new subscriber to Xfinity and was trying to check the status of the order I placed.  I cannot access my account at all.  I'm not at all impressed with this company and I'm three days new to their service.  I may be canceling, as I haven't been able to get assistance.  What exactly am I paying for then?

 

Thanks!

 

 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Same here, it still won't go and I need to pay it tomorrow.  I really don't feel like waiting on hold to talk to someone.  I'm going to have no choice.  Really annoying.

 

I can't even chat with a rep online, it won't load my account info into it and keeps telling me to add my account number, but there's no place to add it into the chat, so it won't connect me.  UGH!

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Yuck. I still have until the 8th, but here's to hoping it's resolved today. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Are you on twitter? If you tweet to @comcastcares they will ask you to DM and you can chat with rep that way. 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

I just called Comcast.  They helped me pay it over the phone, but I need a hard copy of the bill and she couldn't email me one because the MyAccount page won't load.  So she gave me the tech support ticket number and they'll work on it.  I might have to just take a pic of the bill on my tv, since I can see it on there and send that to my agency I'm needing it for.  They need a copy of my phone bill.  The one time I need a hard copy of it and I don't have one.  She said I'm the first to call in with this issue.  Somehow I don't believe that.  I'm pretty sure others are having the same issue, but alot of us don't check the account till we have to pay it. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Others are definitely having the exact same issue. I've seen other posts on this message board as well as reddit. It's probably a case of all of the reps are told to act surprised that people are having this issue and to tell customers that they are the first one to report such issue. I've been DMing 4 different reps about this exact issue! I'm going to try to stay patient and get through today. Someone is supposed to be contacting me today to follow up either way so will see if that even happens. Glad you got your bill paid, hopefully they resolve this whole "isolated" can't access your account thing resolved before your next bill is due. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

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. (Cross posting)

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

It's still not fixed.  I'm going to end up calling them again this week.  They really need to find out why there's a percentage of us with the same issue.  The account won't load.  I still cannot even do an online chat with an agent because it won't load my account info into the chat, it keeps saying I need to add my account number, but there is no place to do that.  The My Account page is still just hourglassing, it won't load.  I don't know what's taking them so long to do something about it.  I have a support ticket, too. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Yeah, I don't even know if they checked out the links to other threads I sent them... here's to hoping they did, but I'm not holding my breath. I'm definitely going to start getting paper bills again once this is resolved (if this is resolved??). Will post if I do get into my account, but as of now, still no. 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

And have also found some tweets of people who have the same problem sooooo.... 

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

FINALLY and 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 

 

 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Thanks for posting the link.  They really need to fix this.

Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Here's to hoping! As you can probably deduce, I will be posting if and when it's fixed or if I learn of any updates. 

Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

It's still not working. Usually, anytime I've ever had a tech support issue, it's fixed in a day. This has been going on for awhile. We really need this working. I don't understand why it's taking so long to fix this.
Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Yeah, this is definitely a bigger issue and taking much longer than expected.... more posts about the same issue are popping up every day too.
Valued Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

I think it's fixed. I had gotten a phone message about an hour and a half ago saying they fixed it. And I was able to log on and get the copy of my bill, too. Finally!. I hope it's now working for everyone else, too.
Contributor

Re: My Account Page Not Loading and Cannot Pay Bill Online

Yeah, I got a message too about an hour after I figured out that it was working. Funny that the message said that my email was fixed... didn't have any issues with my email! At least it's fixed now.
Official Employee

Re: My Account Page Not Loading and Cannot Pay Bill Online

I think it's fixed. I had gotten a phone message about an hour and a half ago saying they fixed it. And I was able to log on and get the copy of my bill, too. Finally!. I hope it's now working for everyone else, too.

 

Carrigon, glad to hear it's working now. Post again if you need anything else.