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Unable to access the "My Account" link at https://customer.xfinity.com

Regular Visitor

Unable to access the "My Account" link at https://customer.xfinity.com

I have been unable to access the "My Account" link at https://customer.xfinity.com/#/users/me for the last 5 days. I login at https://login.comcast.net/login with no problem. But when I select the "My Account" heading at the top it prompts me to enter my password again. After I enter the same password again, I see 3 dots for about 20 seconds and then the "We are having some trouble connecting to My Account" message appears. There is a "Try Again" button under it which I try several time but it keeps bringing me back to this same error message. This has been going on since Dec 16 2017, and it is now Dec 20 2017. I called 1-877-680-7173 to report the issue today, and wasted over 30 minutes of my time with Angel at the Comcast Central facility in the Philippines. Angel was unable to understand the issue I was reporting. She did not understand the difference between the INFINITY My Account mobile app (which I don't use) and using a browser to login to the https://login.comcast.net/login website and select the My Account link. She eventually claimed that the issue was being caused by a Comcast email issue that had been occurring for the last 24 hours, but could not understand the failure in her logic when I repeated that the issue I was reporting had been occurring for over 5 days, not just the last 24 hours. I repeatedly asked to speak to her supervisor, but she would not put one on. For over 15 minutes I asked to be transferred to her supervisor, but she would not do so. While she admitted there were multiple supervisors there, she said they were all busy, despite the fact that I stayed on the line for an additional 15 minutes just to speak to one of them. When I asked for her last name, she said there were not allowed to give that out. I then asked for any other type of unique identifier such as an employee ID, but she would not provide one. She told me she was the only person at Comcast using the Angel name. I told her flat out I did not believe that of all the employees of Comcast, she was the only one with Angel as the first name. Finally I was able to get her to tell me that she was working at the Comcast Central facility in the Philippines. Hopefully that is enough information for someone at Comcast to identify this person and put me in contact with her manager.

BTW, at the very start of the call I chose the option to participate in a survey after the call, but of course nobody from Comcast ever called to ask for my feedback.

Expert

Re: Unable to access the "My Account" link at https://customer.xfinity.com


wmlp wrote:

I have been unable to access the "My Account" link at https://customer.xfinity.com/#/users/me for the last 5 days. I login at https://login.comcast.net/login with no problem. But when I select the "My Account" heading at the top it prompts me to enter my password again. After I enter the same password again, I see 3 dots for about 20 seconds and then the "We are having some trouble connecting to My Account" message appears. There is a "Try Again" button under it which I try several time but it keeps bringing me back to this same error message. This has been going on since Dec 16 2017, and it is now Dec 20 2017. I called 1-877-680-7173 to report the issue today, and wasted over 30 minutes of my time with Angel at the Comcast Central facility in the Philippines. Angel was unable to understand the issue I was reporting. She did not understand the difference between the INFINITY My Account mobile app (which I don't use) and using a browser to login to the https://login.comcast.net/login website and select the My Account link. She eventually claimed that the issue was being caused by a Comcast email issue that had been occurring for the last 24 hours, but could not understand the failure in her logic when I repeated that the issue I was reporting had been occurring for over 5 days, not just the last 24 hours. I repeatedly asked to speak to her supervisor, but she would not put one on. For over 15 minutes I asked to be transferred to her supervisor, but she would not do so. While she admitted there were multiple supervisors there, she said they were all busy, despite the fact that I stayed on the line for an additional 15 minutes just to speak to one of them. When I asked for her last name, she said there were not allowed to give that out. I then asked for any other type of unique identifier such as an employee ID, but she would not provide one. She told me she was the only person at Comcast using the Angel name. I told her flat out I did not believe that of all the employees of Comcast, she was the only one with Angel as the first name. Finally I was able to get her to tell me that she was working at the Comcast Central facility in the Philippines. Hopefully that is enough information for someone at Comcast to identify this person and put me in contact with her manager.

BTW, at the very start of the call I chose the option to participate in a survey after the call, but of course nobody from Comcast ever called to ask for my feedback.


the rotating 3 dots is probably a failure of the browser to start a valid copy of flash. try a different browswer like Chrome or Firefox.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
Regular Visitor

Re: Unable to access the "My Account" link at https://customer.xfinity.com

I tried both Firefox Quantum 57.0.2 (32-bit) and Google Chrome 63.0.3239.84 yesterday before creating this discussion topic. Today I tried IE 11.0.9600.18860IS as well, and it does not work either.

Expert

Re: Unable to access the "My Account" link at https://customer.xfinity.com


wmlp wrote:

I tried both Firefox Quantum 57.0.2 (32-bit) and Google Chrome 63.0.3239.84 yesterday before creating this discussion topic. Today I tried IE 11.0.9600.18860IS as well, and it does not work either.


worked on my desktop on chrome and firefox.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
Official Employee

Re: Unable to access the "My Account" link at https://customer.xfinity.com

Hi wmlp, I apologize for your experiences when trying to get this resolved but I can review this on my side for you. To get started could you please send me a private message with your account information (name on account, address, account number, and username).

 

Thank you 

Official Employee

Re: Unable to access the "My Account" link at https://customer.xfinity.com

Hi wmlp,  thank you for working with me via private message. Please let me know if you need assistance in the future.

 

Thank you