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UPDATE - FIXED "We're getting your account set up."

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New Poster

UPDATE - FIXED "We're getting your account set up."

I recently created an XFINITY account online, purchased an internet plan, and activated my internet service using a self-install kit. Though my internet service is working properly, when I try to login to the XFINITY website I am greeted with the same "Thanks for your purchase" web page, which has been occuring for three weeks now. This means I am unable to access my account nor see my bill. This seems to be an ongoing problem for several other customers that also can't login to their accounts or see their bills. @ComcastChe @CCKenF @ComcastJK @ComcastAl

 

I was able to fix this issue through the following steps:

 

1) I went to the Xfiniy login page and selected "forgot username".

2) I selected the "Confirm phone number" option. I received a text verification and confirmed the number.

3) I was then prompted to enter my physical address. After entering, the page said I hadn't made a username yet for this address, so I clicked continue.

4) After being prompted for an email address for the username, I entered the SAME email address that I used to make my original account with my internet order. When I did this, the website said "We found an account with this email, would you like to login and link these accounts?". I clicked yes and logged in with my existing account email.

5) After logging in, the account linked succesfully and redirected me to a now correctly functioning my account page, where I could see my bill, plan, etc.

 

TL;DR: When you order an internet plan online and make a new account at order time, the Xfinity website doesn't correctly link your physical address to your My Account at the time of order.

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

I have been having the same issue for about the same amount of time. The automated chat can’t help and when I try to schedule a phone call with an agent, it gives me an error there too. Not sure what to do at this point.
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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Same situation here. My account has been active for almost three weeks now and I continue to receive that message. And much like @julzfm, when I try to set up a call, it gives me an error message.

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Same problem here. Set up my account about 3 weeks ago and still says it is being set up.

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Have any of you been able to get the issue fixed? Have you had problems with your services being cut off because you haven't been able to pay the bill? I've had this issue for about three weeks now and getting worried I'll lose my services over something I can't control!

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Frequent Visitor

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

I also have the exact same issue and have received no solution from anyone at Xfinity. I have reached out via phone, text chat, and have attempted Xfinity Assistant and callback but both give me an error.

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

I was able to fix this issue through the following steps:

 

1) I went to the Xfiniy login page and selected "forgot username".

2) I selected the "Confirm phone number" option. I received a text verification and confirmed the number.

3) I was then prompted to enter my physical address. After entering, the page said I hadn't made a username yet for this address, so I clicked continue.

4) After being prompted for an email address for the username, I entered the SAME email address that I used to make my original account with my internet order. When I did this, the website said "We found an account with this email, would you like to login and link these accounts?". I clicked yes and logged in with my existing account email.

5) After logging in, the account linked succesfully and redirected me to a now correctly functioning my account page, where I could see my bill, plan, etc.

 

TL;DR: When you order an internet plan online and make a new account at order time, the Xfinity website doesn't correctly link your physical address to your My Account at the time of order.

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Thank you! I have had service for a nearly a month and haven't been able to get anywhere! Kept getting the "your account is being set up" message, chat wouldn't work and I couldn't even schedule a call back! Not off to a great start with Xfinity...

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Frequent Visitor

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser


@tradesman22 wrote:

I was able to fix this issue through the following steps:

 

1) I went to the Xfiniy login page and selected "forgot username".

2) I selected the "Confirm phone number" option. I received a text verification and confirmed the number.

3) I was then prompted to enter my physical address. After entering, the page said I hadn't made a username yet for this address, so I clicked continue.

4) After being prompted for an email address for the username, I entered the SAME email address that I used to make my original account with my internet order. When I did this, the website said "We found an account with this email, would you like to login and link these accounts?". I clicked yes and logged in with my existing account email.

5) After logging in, the account linked succesfully and redirected me to a now correctly functioning my account page, where I could see my bill, plan, etc.

 

TL;DR: When you order an internet plan online and make a new account at order time, the Xfinity website doesn't correctly link your physical address to your My Account at the time of order.


I don't even see an option to "confirm phone number" so I'm not sure what to do. It asks me to create a new account but will not let me use the email and phone number (my ONLY number) because it's already associated with an account. There is no legitimate fix for this.

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Official Employee

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

@antonioward, we're delighted that we were able to get this account login concern corrected for you on our end. Please be sure to reach out to us for any future issues or concerns, we're here to help. Thanks for being a Comcast customer!


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Official Employee

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Hello all! It's upsetting to hear that some of you are unable to successfully & fully access your online account information. We definitely want to get that corrected! Please send us a Private Message including your first and last name as it appears on the account for further assistance with this. We would love to help!

 

To send us a Private Message, please click on “Comcast_Support” and click “send a message".


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Regular Visitor

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Hi,

I agree.  I am a new customer and I had the same problem.  I was so upset I was tempted to cancel my service.  I decided to try one more time, and how I was able to connect my account online was to connect to their "CHAT”.  At first, it gives you questions on your problem but that did not help me since it directs you to automated answers.  Therefore, what I did I was repeat that "I want to chat with a live agent".   I believe then it directs you to another box with same questions.  This time I clicked on Billing Issues (not sure, if that is exactly what it says, but then again I repeated, “I want to chat with a live agent".  At this point, I was able to chat with a live agent, explained my problem and they switch me to the right agent.  Once they transfer you, agent will walk you through until you actually create your account online no matter how long it takes.  Try it.  It worked for me.  Furthermore, I do agree that they need to make this more "User Friendly" for people who want to just create a Username and Password to view their account.  Hope this helps!

 

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

I am stuck on the same exact thing.  I am actually trying to switch to comcast from ATT.  This is a horrible horrible impression, and makes me want to never switch and never come back.  There is not a number to even call, and when I try to schedule a call, it wont let me because my account/credentials "Dont match their records".  I am getting really frustrated.  Becasue I cant even get on chat with an agent.   Worst customer experience I have had in years...

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

I had the exact same issue and it was so frustrating!! I'd paid and could not reschedule the professional installation and couldn't view different parts of "My Account". When I tried to view my bill and settings, it'd send an error message saying my account was a secondary user and had restricted access. 

 

I've signed up for two weeks now and Xfinity was "getting my account ready". When I tried the same method of "forget User ID" and using the same exact details it actually worked and I'm now finally FINALLY able to see My Account!! So thank you!! 

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Hello, I think I have the same issue. I have been trying to communicate through Twitter because it is the only way I can get through to a support agent. I can't do anything at all online in my account. No call with an agent, no chat, no emails, no bills can be viewed. My account is stuck in the set up page and the agent on twitter doesn't really know what to do.

I keep getting errors like "Restricted Access/Section", "Secondary Account" or "This isn't working right now"

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New Poster

Re: UPDATE - FIXED "We're getting your account set up."

Thank you - this worked and was super helpful.

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New Poster

Re: UPDATE - FIXED "We're getting your account set up."

I recently had my computer worked on to clear up some problems.  My infinity  sign in and everything seems to be gone.  How do I get it back?

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Official Employee

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Hi all. We definitely understand your frustrations with your account trouble and we are here to help. You have come to the right place! Here are some links that may help. For those that need to create an Xfinity ID because they don't have one established yet, take a look here: https://comca.st/2MmRFoW. For those that have one created but are unsure about what it is, check this link: https://comca.st/2Mo2g39. Anyone that continues to experience this problem, please send me a private message with your first and last name and I will assist from there. Thanks!


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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.
Was your question answered? Mark the post as Best Answer!
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Regular Visitor

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Hi @ComcastMorgan  @Comcast_Support  -- I can't find how to send a private message (I don't see anything at all on either of your profile pages that indicates it'd be for sending such). I need help with this exact issue. It's quite frustrating that nowhere on your site is there a phone number for me to call - only the link to have support call me, which fails for the same reason I can't login and can't seem to initiate a chat. Can somebody please help me get my account sorted out so I can actually login, pay my bill, and so forth?

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Regular Visitor

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

 Aha! Looks like the ability to send a PM doesn't show up until you've made a post, as I now have it. I'll be sending you a PM shortly, @ComcastMorgan 

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Official Employee

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

Perfect! I received it and have replied back. Thanks!


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New Poster

Re: UPDATE - FIXED "We're getting your account set up."

I am getting the same message. 

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New Poster

Re: UPDATE - FIXED "We're getting your account set up."

Wow! this fixed it for me! Thanks! Can't believe had to go thru that to get my account up. This whole time i thought it was on their end. They need to fix this.

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New Poster

Re: Stuck on "We're getting your account set up. Check back soon to track and activate your ser

I'm facing the same problem. And I can't use the same the email adress for new account creation. I guess it's because I used comcast like 5 years ago when I was in College.