Visitor
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1 Message
Can't access XFINITY mobile account or XFINITY Wifi
Both my husband and I have cell phone service through XFINITY Mobile and a Comcast.net email. We are former Comcast/XFINITY customers; We had TV service until August 5, 2025 (which we cancelled for budgetary reasons). Since we cancelled our TV service in August:
- We can't access any information about our XFINITY Mobile plan, usage, or billing details online or through the XFINITY App; we consistently get the error message "Something went wrong..." and we are unable to "Try Again".
- We no longer have access to Comcast's XFINITY Mobile broadband Internet access services; XFINITY WiFi access points do not appear in available networks.
My husband receives billing messages by email and gets the same “Something went wrong…” error message when he clicks the included link. The XFINITY Mobile Quick pay account lookup for my mobile phone number uses our new zip code as the “ZIP code of service address”, but when I call XFINITY Mobile Care, my phone number is still linked to our prior address, which has a different zip code. When we moved in May 2025, we were told that our XFINITY Mobile account would automatically transfer with our TV service.
I spoke with a representative at XFINITY Mobile Care on August 25, 2025. I was assured that this problem would be resolved, and a service ticket would be attached to my account until the issue was fixed. It was not fixed. When I spoke with an agent today, there was nothing in my account about this. It took over 20 minutes to provide the agent with the information and associated account numbers and then I was disconnected. It appears we are paying a standalone mobile fee of $50 per month since our monthly bill has increased by approximately that amount. But I’m not positive that is the reason for the increased charges. Until we regain access to our online accounts:
- We cannot see any details about our XFINITY mobile plan, billing details, or data usage, and
- We cannot make any changes to our payment method, mobile plan, or phones.
XfinityAldrik
Official Employee
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2.3K Messages
15 days ago
Thank you for reaching out to us @user_dmls1! I know just how important it is to be able to see you mobile billing details as well as have the service address updated to your current address.
There is a $25.00 standalone mobile line fee per mobile line when Xfinity Mobile is the only service subscribed to. To avoid standalone mobile fees on your Xfinity Mobile bill, you must keep either Xfinity Internet, Voice, or TV service. For more information we have this article here.
Could you please send our team a direct message with your full name, full address, previous address, and the username you are using to sign in? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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