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allieseattle
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Thursday, October 17th, 2024 2:32 AM

This information doesn't match our records

I am trying to purchase an Internet plan and the Xfinity website refuses to let me sign in despite creating an ID. When I go to look up my Xfinity ID I get emailed the 6 digit verification yet when I enter it the next screen just says that "This information doesn't match our records" and to "Try again or contact us and one of our agents will be happy to help you.". 

It will not let me talk directly with an agent because I need to sign in but it will not let me sign in so I currently cannot talk with anybody so I'm stuck in limbo where my email is tied to an Xfinity ID but I cannot verify or sign in.

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1 month ago

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Expert

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31K Messages

1 month ago

@allieseattle 

Did you get an email confirmation on your order?  If not, you don't have an account to sign in to.  One of our Official Employees will have to help you get this sorted out.

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XfinityAmandaB

Official Employee

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1.6K Messages

1 month ago

 

allieseattle Thank you so much for reaching out for help with setting up services.  You will not need to sign in until you have successfully placed your order. Until you have a successful order there is no account information to attach to the login so it will not save to the system. To start your return to the main screen at Xfinity.com and do not log in pick the service you are looking for after entering your address you should see the current offers you are eligible for. Once you have placed your order you will be walked through setting up your login information. 

 

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allieseattle

2 Messages

@XfinityAmandaB​ I am now going through the setup when placing the order for my plan, I am at the screen where it asks for my birth date to confirm that it is me but when I enter my birthdate and hit next the screen does not advance to the next step

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1 month ago

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XfinityDena

Official Employee

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2.5K Messages

@allieseattle have you cleared cookies and cache or tried to use an incognito browser? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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