Urgent: Login Works But “Access Not Authorized” – Order #[Edited]

Hi Xfinity Support,

I’m writing with an urgent request for help resolving a confusing and unresolved issue. 

On August 1, 2025, I placed what appeared to be a successful internet service order for my new apartment. I was shown an on-screen confirmation with Order #: [Edited: "Personal Information"]. This was a future order for September 1, 2025, As I have NOT MOVED-IN to my new apartment.

However, since then:

• I have not received a confirmation email.

• Your representatives have told me that “no order was placed.”

• Despite this, I can log in to Xfinity.com using the same email I used for the order.

• However, once logged in, I am presented with the message: “Access not authorized.”

This leads me to believe that my account exists in a partial or broken state—I have an Xfinity ID, but it is not associated with a service address or completed order.

I would appreciate it if someone could do the following:

1. Manually investigate whether there is a partial account or order tied to Order #: [Edited: "Personal Information"].

2. Correct or delete any broken or orphaned records in your system so I can successfully re-order service without errors.

3. If the order was never completed, please clear all data (email, phone, address) associated with this attempt from your system, in accordance with Xfinity’s data retention policies.
   
   
   I DO NOT WANT A DUPLICATE ORDER IF I DO END UP ORDERING CLOSE TO MY MOVE IN DATE.