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Xfinity Account Login-Loop

New Poster

Xfinity Account Login-Loop

I've seen this issue on multiple posts, but few answers. I also have additional information that might help. 

 

I am experiencing the login-loop issue when trying to access my xfinity.com "my account" page. I first go to https://my.xfinity.com and then click on the "sign in" option. I input my user credentials and click enter. Doing so brings me to my account briefly but while the page is loading I am kicked back to the login page. From here it is an infinite loop of logging in, loading the page and being sent back to the login page. I did some testing with it though. I tried to login on four devices (work desktop, home desktop, home laptop, mobile phone). No device worked. I tried on three networks (work, home, mobile). This did not work. I tried four browers (chrome, explorer, edge, firefox). None of these work. I cleared cache, changed cookie settings, reset my browser. This did not work. I rebooted my computer. This did not work. I reset my account password (this feature is working pefectly). I still experienced the login-loop with the new password. The result of chaging my password is that I can no longer get into my xfinity app on my phone since the app directs me to the web login and that is non-responsive on my phone. 

 

Now for more details. As others have noted I can access xfinity connect to view mail. If I login and then close the tab and open a new tab to go back to xfinity.com I can see that I'm logged in and can watch online tv through my "entertainment experience". It seems that I can get anywhere except "my account". If I try to look at my bill or my account settings, I get kicked out and sent back to the login page. Pretty irritating since I would like to update my automatic payment credit card information. 

 

One last interesting fact. I am convinced it is not the website itself, but something wrong with my account at this point. I used my father's xfinity login information to see if the same problem occured. Nope. I can login to my dad's account and view his "my account" no problem. No login-loop, no issues at all. Sign out of his account and then sign into mine? Login-loop occurs again. 

 

I'm at a loss for how to proceed. I would buy a website issue and having to change settings in my browser if no accounts could login from my devices, but if one works perfectly fine but  mine does not there is something going on with my account and I would like find out how to resolve this. 

Regular Visitor

Re: Xfinity Account Login-Loop

100% agree with all of your symptoms and observations. I also had my friend log in with her account to confirm if it was environment related (browser/PC/network) but it worked for her. Would be helpful if comcast was able to confirm this problem exists...

Frequent Visitor

Re: Xfinity Account Login-Loop

I also have the exact same issue.  An hour of online chatting with with "support" ended with "escalation" and no solution.  I'd be satisfied with just an email address or phone number of a Comcast person who CAN make the changes to My Account that I would do if I could login.

  Dave

New Poster

Re: Xfinity Account Login-Loop

I also have this issue.  I just want to view my account and my bill.  Has anyone figured out how to do this without having to spend hours with tech support?

New Poster

Re: Xfinity Account Login-Loop

I have the same issue. 2nd day now. Yesterday I called and was told there were issues with the website login and agent had gotten numerous calls about it.

New Poster

Re: Xfinity Account Login-Loop

No response about the problem? I'm sure that when my credit card on file expires I'll get a notice. I wonder if anyone will be willing to help take care of the issue then? 

New Poster

Re: Xfinity Account Login-Loop

I'm seeing the login loop issue since yesterday all day (1/15/19) today (1/16/19) it seems to be continuing I wonder if the Xfinity are supporting the government workers and hence volunttary taking these days off.  

 

 

New Poster

Re: Xfinity Account Login-Loop

Just off the phone with Comcast tech support. I was trying to add voice services to a secondary user account but could not login to 'Account Settings'. Evidently this is a known issue since Monday, 1/15. The behavior seems to be that primary account holders cannot login to their web account to access 'My Account', 'View My Bill' or 'Account Settings'. However, if you have auto-login, you can get to the primary user page and all other services (email, stream, xFi, Voice) seem to be available. That does not help if you want to change voice services, billing or other user configs. Luckily I previously turned off auto bill pay. 

New Poster

Re: Xfinity Account Login-Loop

Thanks for the update. I still have not seen a response from a comcast support person here and I still cannot access my account to update autopay settings. I wonder how long it will take them to figure out how to solve this. Is there a way to update autopay with customer support? 

New Poster

Re: Xfinity Account Login-Loop

I have the same problem. Basically I was able to access my xfinity. However, I cannot access "my account" I cannot see my bill, cannot change my account setting. 


Picture1.jpgPicture2.jpgLast week I called a comcast agent. All they did was to ask me to reset my password. What a waste of time. The worst part was that one of agents asked me my password. 

Contributor

Re: Xfinity Account Login-Loop

Comcast is currently working on the problem since it's so widespread. Keep an eye on the following topic for more updates:

 

https://forums.xfinity.com/t5/My-Account-Sign-In-Xfinity-Website/Can-t-login-to-my-account/m-p/31855...

Official Employee

Re: Xfinity Account Login-Loop

Hi @sethy79 and others that are affected, 

 

@tempest42 is correct. This is a known issue that our engineers are investigating and working to find a resolution to. You can continue to monitor the thread above for updates, or I can link your account to this investigation on my end. In order to assist you, please send me a private message verifying your first and last name, as well as the name of the account holder if it's different than yours.   

 

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


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New Poster

Re: Xfinity Account Login-Loop

Looks like the problem is now solved. I was able to login no problem this morning. 

Regular Visitor

Re: Xfinity Account Login-Loop

i have exact same problem as above user.... login loop

spent 1.5 hrs on phone with agents, not reolved...

does anyone with tech experience have a fix for this issue.

 

Jeff

Official Employee

Re: Xfinity Account Login-Loop

Hello All! I am showing the issue has been resolved on the backend, and customers should no longer be running into this when logging in. Thank you all for hanging in there with us and we truly appreciated your patience with this. Once again we apologize for any inconvenience or frustration this may have caused. If you are still experiencing this issue, please send me a Private Message including the full name as it appears on the account and your full name if different.

 

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


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Regular Visitor

Re: Xfinity Account Login-Loop

I am still experiencing this issue. What steps do I need to take to get this resolved?

New Poster

Re: Xfinity Account Login-Loop

Hi,  After numerous calls and chats my problem was resolved by Comcast. I don't know what they did, but it took them 2 weeks to do it. Then I could not access my email account! Again it took numerous calls and chats before they fixed it. Someone in "Advanced tech support" (?) did something about suspending my user name and then refreshing the system (but not sure).

New Poster

Re: Xfinity Account Login-Loop

If you haven't had a reply or a fix to the site since Jan 15, 2019, chances are they don't know how to fix it or who to contact in their organization to help. Since the web site represents the customer experience and demonstrates their technical expertise, most companies would fire the person responsible and hire outside help to manage their site. It is obvious they don't know how to fix it or really want to fix it. 

New Poster

Re: Xfinity Account Login-Loop

Sorry, but the problem still exists. Have you tried logging in as a customer? This morning I had to sign in and then sign in again (loop problem) and it told me to stop back later to see my bill once I did get in (5-10 minute process.) You have a major issue. Tried to pay my bill, and it showed me a $0.00 balance. Thank you.

Official Employee

Re: Xfinity Account Login-Loop

Hello @Metgos, thanks for reaching out about this loop issue you are still experiencing. I can absolutely assist you with this! I have responded to your Private Message if you could please get back to me at your earliest convenience. 


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Official Employee

Re: Xfinity Account Login-Loop

Hello @Patrick20, thanks for reaching out and providing us with that update! I'm happy to hear the issue was finally resolved on your end. Please let me know if I can be of any assistance. Thanks!


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Official Employee

Re: Xfinity Account Login-Loop

Hello @Ez10, thanks for reaching out about this looping and online account concern! When making a post, please post it once in the most appropriate category and forum that fits the topic of your post. I have responded to your other Public Post if you could please get back to me at your earliest convenience. 


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Official Employee

Re: Xfinity Account Login-Loop

@Metgos, I'm happy we were able to get this looping issue corrected for you! Please be sure to reach out for any future issues or concerns. Thank you! 


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New Poster

Re: Xfinity Account Login-Loop

I am having the same issues and tech support is not helping. How do I get this resolved? I have had this issue for months.

Official Employee

Re: Xfinity Account Login-Loop

Hi, olsenj11431. Welcome to the Community and thank you for posting. The correction for this in most cases requires us to manually re-associate your username with your current account. Please send me a private message with your name and the username you use to log in and I will see what I can do for you. 

 

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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New Poster

Re: Xfinity Account Login-Loop

I am also experiencing the same problems. I am a new costumer with xfininty - the internet is great. However the login issues are so negetive i am considering to cancel. I have called customer support about this issue probably about 3-4 times and they just kick me around back and forth from different department to department. I am never given a clear answer. I just want to log into my account. 

Official Employee

Re: Xfinity Account Login-Loop

Hi there, sunnylee3712. It's because the username you're using isn't properly associated in our system. It requires a special manual fix, with a special tool. Please send me a private message as well with your name and the username that you use. Thank you. 


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New Poster

Re: Xfinity Account Login-Loop

Hi @ComcastMorgan I created an Xfinity account today and I am having this same problem.  I am able to use the Comcast My Account app on my phone and iPad and access my account, but on the xfinity website, I get stuck in the login loop.

 

Can you help?  Thanks

Official Employee

Re: Xfinity Account Login-Loop

That is a little bit of a different issue then, bpnigro. Are you using a computer to access our website when you're experiencing the difficulty then? If so, have you verified the same thing happens on more than one browser on the computer?

 

 


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New Poster

Re: Xfinity Account Login-Loop

@ComcastMorgan I sent you a PM with answers to your questions.  Thanks!

Official Employee

Re: Xfinity Account Login-Loop

Perfect! Smiley Happy There will be a slight delay of it coming through to me, but I will reply to it as soon as I see it come in. 


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Regular Visitor

Re: Xfinity Account Login-Loop

Agree with everything on this post.  Would appreciate a contact from ComcastMorgan who seems to understand the problem but can't find a way to contact directly.  Help please.

Official Employee

Re: Xfinity Account Login-Loop

Hi there, billhausdorff. Welcome! On this platform, it does require at least one public post from each user before you'll have the ability to send us a private message. Now that you have done that, please refresh your browser and then clear cache and cookies afterward if the refresh doesn't work.

 

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

 

Thanks!
 


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New Poster

Re: Xfinity Account Login-Loop

Hello! I am also getting the account looping and I will send you a pm. Thanks!

Official Employee

Re: Xfinity Account Login-Loop

Welcome,  jerod_moreno! That sounds good, please include your name and username in that message and I will reply to it once I see it come through. Thank you. 


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Regular Visitor

Re: Xfinity Account Login-Loop

Thank you ComcastMorgan, but I still do not see "send a message" even after clearing cache and cookies.

Official Employee

Re: Xfinity Account Login-Loop

Hmm, interesting! Can you try sending one when using a different browser? If that doesn't work, I can have our Community Manager review/correct your permissions. Let me know!


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Official Employee

Re: Xfinity Account Login-Loop

Hi everyone. I will be completing this interaction and if any of you end up needing further support with it down the road, please feel free to send me a private message with your name and I will be happy to help from there. Thank you, take care. 


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