Community Forum

cant access account, cant view bill, cant pay bill, still says account being set up

Highlighted
New Poster

cant access account, cant view bill, cant pay bill, still says account being set up

I got a paper bill in the mail for my account but I still can't even access my account info, it tells me I am a secondary user despite being the only person on account. Can't view the bill because it doesn't load or gives an error, can't pay the bill cus I can't see it. Can't call anyone because for some unknown reason this company decided to automate everything but NONE OF IT WORKS RIGHT and it takes HOURS to talk to a single human being. Can't even use the "chat with xfinity assistant" option because it doesn't give useful help, only generic categories and offers no real help. 

Highlighted
Expert

Re: cant access account, cant view bill, cant pay bill, still says account being set up


@ncoppage88 wrote:

I got a paper bill in the mail for my account but I still can't even access my account info, it tells me I am a secondary user despite being the only person on account. Can't view the bill because it doesn't load or gives an error, can't pay the bill cus I can't see it. Can't call anyone because for some unknown reason this company decided to automate everything but NONE OF IT WORKS RIGHT and it takes HOURS to talk to a single human being. Can't even use the "chat with xfinity assistant" option because it doesn't give useful help, only generic categories and offers no real help. 


To find your Primary ID go here and follow the instructions.


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!
Highlighted
Official Employee

Re: cant access account, cant view bill, cant pay bill, still says account being set up

Well glad you made it to this support channel, I’ll private message you and will need some information to help you.

I am an Official Comcast Employee on the Identity Product 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!
Highlighted
New Poster

Re: cant access account, cant view bill, cant pay bill, still says account being set up

I am having the exact same issue. Please help. Would just like to use account, pay bill, and set up auto pay.
Highlighted
Official Employee

Re: cant access account, cant view bill, cant pay bill, still says account being set up

PM'ed - everyone - please check your forum inbox for my message. 


I am an Official Comcast Employee on the Identity Product 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!
Highlighted
Regular Visitor

Re: cant access account, cant view bill, cant pay bill, still says account being set up

Been working on this same issue for 7 weeks. Promised callbacks from a tech unit CSA level 2 but those calls are NEVER made to us. Those have been repeatedly promised weekly for 7 weeks!!!!  We have an active case number if anyone at Comcast Xfinity actually cares enough to find out. Absolutely the WORST designed system for customers to get problems resolved. 

Highlighted
Official Employee

Re: cant access account, cant view bill, cant pay bill, still says account being set up

Hi all, we were able to resolve Longtimer's issue. Their account only had a user with a Member role on it, which was peculiar. We are investigating the root cause, but have authenticated the customer and elevated their role to a Primary.

 

Cheers

Jonathan


I am an Official Comcast Employee on the Identity Product 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!
Highlighted
Regular Visitor

Re: cant access account, cant view bill, cant pay bill, still says account being set up

Thanks big time to Jonathan at Comcast. He contacted me same day and got the issues fixed. He is a true professional and very good at customer service. Yay!!!
Highlighted
New Poster

Re: cant access account, cant view bill, cant pay bill, still says account being set up

I have this exact same issue!! ... Its almost been a year ... the chatbot always loops me back to a page where I'm supposed to wait for an agent but I've waited 10s of hour with no connection.

 

Highlighted
New Poster

Re: cant access account, cant view bill, cant pay bill, still says account being set up

@ComcastJonathan I've been having this same issue for over a month. I've tried to reach an agent, but it looks like this is the only way to get it resolved. Can you please assist?

Highlighted
Regular Visitor

Re: cant access account, cant view bill, cant pay bill, still says account being set up

@ComcastJonathan please help same issue... SO GLAD I found this

Highlighted
Official Employee

Re: cant access account, cant view bill, cant pay bill, still says account being set up

Hi, everyone has been PMed, please check your inbox (the mail icon on the forums next to your avatar photo). It appears we don't seem to be getting that many replies when we message folks, so please continue to @ our names and follow up!


I am an Official Comcast Employee on the Identity Product 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!