"Hmm, the page didn't load correctly"

Let me rephrase.

AFTER revisiting how to change a secondary password, I followed the step by step instructions. (They have not changed over my last 15 years.) And, AFTER being connected to my regular home network, and AFTER logging onto the Comcast website;

When repeatedly attempting to change the password for a secondary user, xfinity only replies with;

"Hmm, the page didn't load correctly"

WHY?

Thanks for trying those steps again, user_4sfa8s. We appreciate you being a loyal customer, and my team is here to help. So that we can further look into this for you, please send us a direct message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

OH WOW!!

Direct Message is SO not a solution. I was in the text exchange for over an HOUR!!  The delay between exchanges was over fifteen minutes each. When I recommended that they needed some help, the contact started telling me how many millions depended on them and how many xfinity platforms they had to cover!! BTW, I could care less, I am only here to fix my problem. With an HOUR invested, we barely got past "Is it plugged in".

Ridiculous, and completely unacceptable response!

@user_4sfa8s We appreciate you sharing the feedback on your experience in working with our team. We are always looking for ways to improve our customers experience with our products, services, and support channels. That said, our platform is slightly different from a live instant chat, and works similar to email. That can be times when responses are a bit more extended while we research the solution. I can assure you, you are in great hands with our team. I'll continue to work with you in DM, to help you get the issue resolved. 

So after TWO days and HOURS online, the Direct Messaging reply was that I will have to CALL comcast to resolve it....

For the record; 

When I log in with my Secondary User, and select "Forgot Password", the mothership replies "Please work with your primary account holder to reset your password. We are unable to change your password because....."

Then when I login with MY primary account, then navigate as instructed to "Change the password on secondary Xfinity accounts", when I select the secondary user, then "Password", the system returns this "Hmm, the page didn't load correctly". Repeatedly.

So I am left without a solution, and no support for this stupid comcast problem. I suppose I could make a career out of chasing this with someone on the phone .... nah.

After SEVENTEEN years with comcast, I've spent more time on this, than the time it would take to evaluate all the broadband providers on my street.