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Cannot get past "We're getting your account set up...", trying to sign up for service

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New Poster

Cannot get past "We're getting your account set up...", trying to sign up for service

I recently moved to a new apartment and have been using the xfinity wifi pass to access the internet, and I have decided to sign up for normal service by purchasing the self-install modem & router package and chose an 100mpbs monthly plan. Created my account, put in my credit card info and waited about a day for the confirmation email that would have told me that my intall package was being mailed to me and all that. However, after the day went by, I go to log in and see what is going on and I can log in but I can't access any of my information, like my address, the plan I chose, anything. All I get is "Thank you for your purchase! We're getting your account set up. Check back soon to track and activate your services.". I tried doing the "forgot user ID", confirming phone number fix that I had seen posted but no matter what, it doesn't recognize the code that Xfinity texts me. This is so incredibly frustrating. Being an internet company, I don't understand why I need to be calling customer service (or even writing this) before I even have service! Is this an indication of the type of customer care that I will be paying for if I ever do get my account set up? Please let me know what I am supposed to do to get internet at my apartment, preferably without having to make a tedious and redundant phone call.

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Official Employee

Re: Cannot get past "We're getting your account set up...", trying to sign up for service

Hi @RainyBuckel , please check your inbox as I've PMed you, thanks!


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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