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Unable to access "My Account" page

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New Poster

Unable to access "My Account" page

When "My Account" is selected on the Xfinity page, three dots appear on the page suggesting that the page is loading. The site then signs me out of my account after about 10 seconds. I am able to log in and navigate the Xfinity site, I'm just not able to access "My Account" to see my billing and other account details.

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Official Employee

Re: Unable to access "My Account" page

Hi there @SK201 . I recommend you clear your browser cache and try again.

 

Instructions are here for Chrome and Safari


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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New Poster

Re: Unable to access "My Account" page

Unfortunately clearing my cache did not work. I see this issue on Edge as well.

 

To give more detail, while the three dots are on the screen, a file called "close.svg" downloads before it times out and I am logged out. This happens every time I click "My Account".

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Official Employee

Re: Unable to access "My Account" page

Hi folks, 

 

We were able to get @SK201  signed in via his mobile device. It sounds like when he attempted to sign in on his desktop his antivirus or firewall may have blocked the connection. 

 

If you ever have sign-in issues, we suggest the following:

  1. Try it on a different browser (if it works on a different browser, clear your cache).
  2. Try it on a different device like your mobile phone (if it works, it may be something related to your device, like a firewall/antivirus that would require whitelisting the xfinity.com urls. 
  3. Try it on a different network (see if it's only an issue on your WiFi, and when you're on cellular data, it may be related to your in-home WiFi network.

As a reminder, your Xfinity ID is your mobile, email that was provided during the purchase / approval process.

 

Best,

Jonathan


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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New Poster

Re: Unable to access "My Account" page

Hi, This is Mia. I have issues with my account as well. I logged in but unable to access to my account details, neither with phone or PC. And when I was trying to get help online, it says credential invalid. I called customer service, nothing got through.  I am confused with this service . Wish I could get any help here. Thanks .

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Official Employee

Re: Unable to access "My Account" page

Hi @Hu8482111, feel free to private message me and I can take a look for you!

 

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


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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New Poster

Re: Unable to access "My Account" page

Hello Jonathan,

I am having the same issue.  I cannot access any of the features on "My Account".  I have tried clearing cache, multiple browsers, multiple devices, and multiple networks.  Each time I receive the same error message "Sorry, this isn't working right now, please reload the page and try again."  

 

I tried to send you a DM however there is no "Send Message" next to your name on the right.

 

Thanks

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New Poster

Re: Unable to access "My Account" page

Hi

 

This is happening with me as well!

Using Chrome Version 83.0.4103.116 (Official Build) (64-bit)

Downloading the same file mentioned below...

 

Unfortunately clearing my cache did not work. I see this issue on Edge as well.

To give more detail, while the three dots are on the screen, a file called "close.svg" downloads before it times out and I am logged out. This happens every time I click "My Account".

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Official Employee

Re: Unable to access "My Account" page

Hey all, the dev teams are looking into this, I’d you haven’t yet, go to

https://www.whatismybrowser.com/

and send me in a Private Message the url, thank you for doing so already, they are getting forwarded along.

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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New Poster

Re: Unable to access "My Account" page

Hi,

 

I have the same issue when I try to use my desktop to log in. I cannot get access to "My Account". The system keeps logging me out and prompts out a "close" svg file to download.

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Official Employee

Re: Unable to access "My Account" page

@charlie701  can you send me your url (see instructions above)


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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Regular Visitor

Re: Unable to access "My Account" page

I also can't login to my account on my PC.  I've been able to successfully login with the same browser for over a year until a few days ago.

 

I get this (see google drive screenshot)  close.svg popup asking to download or open. If I cancel it just sends me back to another login screen and the cycle starts again.  I appear to be logged in but I cannot get to my account settings or bill pages.

https://drive.google.com/file/d/190mTptFanfX1FyDKZ9j234tXkpAQfeW3/view?usp=sharing

 

I use Chrome v83, but have also tried Firefox v77.0.1 and IE 11 which exhibit the same problem. I've also cleared my cache, disabled all extensions and changed my DNS to 8.8.8.8 and also 1.1.1.1  with no success.

 

 I, however, can successfully login with Chrome on Android 9 on my phone with my same home network.  So at least I'm not completely shutout.

 

Please help.

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New Poster

Re: Unable to access "My Account" page

This is not a "browser caching issue". This is a problem with the application on desktop. I build website applications and this is definitely a bug and shouldn't be dismissed.

 

Luckily I was able to access my account and pay my bill via my phone. In doing this, I was able to bypass the download of the close.svg icon and the website's attempt to "download multiple files automatically" (I would attach a screenshot of this message, but there is no option to do so). It's very sketchy behavior for a website application to automatically prompt the download of files when not asked to do so and suggests either faulty code or hacking.

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New Poster

Re: Unable to access "My Account" page

@ComcastJonathan This was a problem for me. I was able to log in fine last week via Safari 13.1.1.  I tried to log in today and was prompted to set up two-factor authentication. After confirming that I wanted to enable that, I was unable to access "My Account" and experienced the same behavior as others (three blinking dots then being logged out, close.svg auto-downloads). I tried on both Safari 13.1.1 and Chrome 84.0.4147.105. I was able to access My Account via my mobile phone.

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Regular Visitor

Re: Unable to access "My Account" page

The problem was fixed about 2 weeks ago for me.  I have received no communication from Xfinity on the matter, so I just moved on.  I agree with rlmacaulay that its probably a coding bug for desktop browsers.

 

I still don't know why it occurred for me or why its still occurring for people like 

 

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Official Employee

Re: Unable to access "My Account" page

A few things to note @peyroux:

  1. These forums are not currently staffed by the Digital Care team because they are very underwater with their support volumes due to COVID right now, so folks like myself on the HQ product team are volunteering our time to bridge as much of the issues as we can between our day jobs to help them out. 
  2. We've been reaching out to every customer on the matter, and have been reaching out to our developers in the My Account team to triage the issue as it is intermittent and they need more information.
  3. If you're having issues, please go to https://www.whatismybrowser.com/ and private message me your URL and I will pass it along. 
  4. Anyone who has done any type of tech support in any capacity would understand that to isolate the issue involves fundamental questions to isolate the issue to certain browsers/platforms/networks where the issue may be occurring. It's not meant as a fix, as much as a narrowing down of any confounds that may potentially be triggering issues as there's not a one-size fits all answer.
  5. SK201's issue has been solved after I worked with them. It's a valid "Best Answer" for SK201, and while it may not be for anyone else, please post your own separate post on the issue, as they may or may not have the same root causes.

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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New Poster

Re: Unable to access "My Account" page

I am having the same issue as the others listed.  I cannot PM as I am new to the forums but I have my link if needed.  I have tried Chrome, Edge, Opera, Mozilla, and Internet Explorer.  I have tried with my antivirus enabled and disabled.  Windows is up to date with all current patches, all latest drivers.  Not sure whats going on, but lots of issues with comcast lately regarding speed, connection, and overall performance.  Right now I just want to be able to access my account.  I am running two factor authentication on my account.

 

 

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Official Employee

Re: Unable to access "My Account" page

Hi @peyroux @rlmacaulay 

 

We've worked with the devs, and they are pushing out a hotfix this monday, Aug 17th 2020. Keep us posted if on the 18th you are still seeing the issue, thanks again for your patience.

 

As mentioned above, there's no "one-size-fits all" with certain symptoms and this is where we'll need you to create your own post so we can triage you specifically, as this issue was resolved for SK201 and not for you, it indicates a different root cause (his was VPN triggering it).

 

For the technical folks, we use an iframe for the authentication experience to not require an additional page to open, and something changed in the browser settings or at the operating system level as of late. The .svg downloaded is just a placeholder, but the idea is to redirect to a blank iframe that would enable you to proceed to the correct page and not download the .svg.


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.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Unable to access "My Account" page

All - we've pushed an update out that should have resolved this issue. If anyone has any issues and are seeing this issue still, please direct message me by clicking on my name and clicking "Message" 

 

Thanks!

Jonathan


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