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Wondering if my account is stuck on "We're getting your account set up..."

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Regular Visitor

Wondering if my account is stuck on "We're getting your account set up..."

I made me account 12 hours ago. I bought my own equipment because I neded to get internet ASAP, but the account has still not progressed. I don't know if it it takes 24 hours or if it has to be a week day, but I saw that many people were stuck for awhile on account setup and had to pm an agent, so I would like to pm someone about this to check on it.
Other details: I moved into this apartment 2 days ago and the other tenants only moved out 3 days before that. When I made my account the website notified me that there was an existing account at this address. I continued to make my own successfully. I think the other account may be causing an issue. I tried to do the "forgot Xfinity Id" way, but both the mobile phone number and email address routes say "the information doesn't match our records." Maybe I am worried about nothing and need to wait longer for the old account to cancel and my info to go in. I would like an official response to tell me whether that is the case or not.
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Official Employee

Re: Wondering if my account is stuck on "We're getting your account set up..."

Hi there!

 

Just PMed you, please check your inbox. Every case is unique with different causes, however we are looking at patterns for potential 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.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: Wondering if my account is stuck on "We're getting your account set up..."

Can you please pm me also? I am having the same issue
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New Poster

Re: Wondering if my account is stuck on "We're getting your account set up..."

I have had an account for three years now and have been having this issue since last year.  I have been able to pay my bill on my home network, but would like access to my actual account and would appreciate it if an employee could PM me about the issue as well. I tried to schedule a phone call when the problem first began, but every time I clicked on the link it would redirect me to an error message, which kept happening for months.

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New Poster

Re: Wondering if my account is stuck on "We're getting your account set up..."

Dm me as well. Thanks!
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Official Employee

Re: Wondering if my account is stuck on "We're getting your account set up..."

Moving forward, this issue can only be resolved through calls and chat as they are not solvable in this subforum. 


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!