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

ncoppage88
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. 

Again
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.


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ComcastJonathan
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 HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
Secondary_user
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.
ComcastJonathan
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 HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
Longtimer54
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. 

ComcastJonathan
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 HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
Longtimer54
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!!!
BrianB644
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.

 

rq21
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?

Weston3
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

ComcastJonathan
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 HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"
aturntturnip
New Poster

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

i am having this same issue, please help!!

ComcastJonathan
Official Employee

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

Hi @aturntturnip, I looked up the account you're signed in with, and it seems to be the wrong identity, can you start with www.xfinity.com/id  to look up your Xfinity ID? If that doesn't work, feel free to private message me and we can review.

 

For everyone else, please start here with this article then post your own unique post. We are locking this thread. 


I am an Official Comcast Employee (On the HQ Identity Product and Serviceability Teams).
Official Employees volunteer their time outside of their normal day jobs to create the best customer experience possible. If and only if you've been tagged, you can PM us by clicking on our name and clicking "Send a Message"