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Cannot Access My Account to View or pay Bill for 3 Months

ELH100
Regular Visitor

Cannot Access My Account to View or pay Bill for 3 Months

I have been unable to access My Account for 3 Months. I get this message or other messages that tell me to try back later.  Over the months I called and spoke to Comcast Rep twice and got no help.

Can I get a Comcast Website Tech to help?

Sorry, This Isn’t Working Right Now

Please return to My Account Overview while we resolve the issue.

ComcastJonathan
Official Employee

Re: Cannot Access My Account to View or pay Bill for 3 Months

Hi there @ELH100, I'll PM you and we'll take a look at your account


I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
ComcastJonathan
Official Employee

Re: Cannot Access My Account to View or pay Bill for 3 Months

Hi all,

 

ELH's issue was due to a back-end system where his identity was tied to a legacy billing system account and happened out of nowhere. The fix was we invited his other mobile number to create an Xfinity ID (a secondary - manager), and used the "Transfer Admin Rights" to promote it to his primary, and we changed his username.

 

Tips:

  • If you ever have issues with signing in, you can go to xfinity.com/password and it will text you a code to reset your password.
  • If for some reason you can’t sign in and pay, you can go to https://www.xfinity.com/bill-pay?pc=1
  • Create your own post - sometimes similar symptoms may be the result of different causes (e.g. from the medical world, a cough could mean different things).
  • This subforum is occasionally monitored by Digital Care, please chat and call if it's urgent. 

 

 


I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
onkardalal
New Poster

Re: Cannot Access My Account to View or pay Bill for 3 Months

the same is happening to me. i spoke to xfinity customer service agents 4 times already but none of they gave definitive answers. always got hand wavy answers saying it will be fixed in 2 hours, 24 hours, etc.

SDLeary
Regular Visitor

Re: Cannot Access My Account to View or pay Bill for 3 Months

Johnathan,

I'm having the same issue as the OP. The link you provided returns the same error message. Love to pay my bill for the month, anymore insight?

 

(P.S. -- Tried a phone call, and Twitter. They had no clue)

 

Thanks Much

SDLeary

recyclebin99
New Poster

Re: Cannot Access My Account to View or pay Bill for 3 Months

Same issue for me.

For at least the last two months I am able to log in (tried Microsoft Edge and Firefox), but trying to view account details or my bill results in:

 

Sorry, This Isn’t Working Right Now
Please reload the page and try again.

Xfinity email does work.

I tried resetting my password, but still get the same message for account details/view bill.

 

If there is a back-end issue, I don't understand why Xfinity cannot automatically detect this and fix (or at least contact the account holders that have back-end issues).

 

Please fix this.

recyclebin99
New Poster

Re: Cannot Access My Account to View or pay Bill for 3 Months

Replying to my own post.

 

On 12/15/2020 Xfinity sent me an email saying that I was being forced to paperless billing in Feb 2021 - no option to stay with billing by mail.

With a bill in the mail I did not really need online account/bill access, but now that I have no choice on paperless, online access is mandatory in order to look at my bill.

 

So: FIX THIS

ComcastJonathan
Official Employee

Re: Cannot Access My Account to View or pay Bill for 3 Months

Hi everyone,

 

The error message is a generic one, and the solve listed above was unique to the customer who was inquiring. 

 

@onkardalal your issue was related to an account compromise flag (your credentials were compromised), please secure your account using the information here:

https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Troubleshooting-Scenario-I-m-repeatedly...

 

@SDLeary @recyclebin99 this is part of a larger issue we're looking at, it's being escalated to the devops team, thanks for your patience. This thread is being locked because it's not the same issue as what's occurring. 


If you need to pay your bill without signing in, please go here:
https://customer.xfinity.com/lite 

 


I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
ComcastJonathan
Official Employee

Re: Cannot Access My Account to View or pay Bill for 3 Months

Hi @recyclebin99  give it a try now. There's a backend database configuration mismatch that I've manually set to fix. It should've been set automatically so I'm checking with the team on what caused it. Thanks for your patience!


I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"