Log in issues

Every time I try to log into my Xfinity account, both online and on the app, an error occurs and it won’t let me proceed with doing anything. I have no ability to access or manage anything within my own account. I am the account holder. It’s in my personal name at my home address. So why is this occurring?

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XfinityRay

Official Employee

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4.5K Messages

27 days ago

Hi there, @user_9vjhjv! We are glad to further help with accessing your account. I understand that can be frustrating when you can't use the self service options. I like those too! Have you made any recent changes to your account or plan? Is this happening on our website, in the Xfinity app, or both?

I recommend clearing your browsing data, then restart your device, and log in again. That can clear out any past data that is stored and stopping the connection.

Have you tried any other troubleshooting steps?

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user_9vjhjv

Visitor

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2 Messages

No changes have been made since I opened the account. I have not been able to access my account for a while. I tried reaching out via phone call a while ago and it did not resolve.

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27 days ago

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XfinityEricB

Official Employee

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3.8K Messages

Let me take a look at the account for user ID, and see what is causing the problem. I'll need account info in DM to locate the account to assist.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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26 days ago

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Sign-In and Account Management

user_9vjhjv

Log in issues

XfinityRay

user_9vjhjv

XfinityEricB

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