Hi all - the purpose of this thread is to list the top issues I've observed over the last few months and the resolutions, if you are posting without starting here, we will ask that you start here, and if you're still having issues after trying what's listed below...
I can't sign in on an Xfinity App, it errors out
I can't sign in on the website, it errors out
The best thing to do in this situation is to isolate where the issue may be occuring:
I signed in but it shows the wrong identity / account (e.g. an old service address)
I am unable to log in to the Xfinity mobile app because it says I am not the primary user.
Go here https://customer.xfinity.com/#/settings/account/linked-accounts and unlink your old account and see if you can sign in again. This is a known issue that is being triaged.
I tried to update my email/mobile and it said it was already associated to another account
If your identity is tied to a WiFi On Demand or old account where the email/mobile is already associated:
For Step 2, remove the email from that secondary profile
My Account --> Users --> [profile in question with the email/mobile] --> Edit --> Contact Information / Email --> Remove
I'm having issues activating xFi after a transfer or a move
If you’ve recently transferred or moved, but you are seeing the wrong services, your accounts are linked automatically when you transfer or move, and the default should be set to your newest address. The solution is to go to go here https://customer.xfinity.com/#/settings/account#linked-accounts and select "Make Primary/default" to the latest account.
I can't pay my bill, I don't remember how to sign in, my bill is due soon
There's a quick/lite bill pay option that doesn't require you have an Xfinity ID:
I signed up for services and am not seeing My Account
You'll need to call in for us to confirm your billing information has been entered, and whether there was order fallout.
It says I'm not an authorized user when I try to sign into the xFi App
I just purchased online but didn't get an email confirmation
You'll need to chat or call in to understand your order status, it's outside the scope of this subforum at purchasing issues, you can also post your issue here: https://forums.xfinity.com/t5/Customer-Service/bd-p/CustServ_CustServ