Visitor
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1 Message
Sign-in Issues
I recently made an account on my computer and ordered wifi and a router, even connecting my bank account to make payments. However, when I tried to log in on the app, it didn't work. Going back to my computer, it lets me sign in but when I click on anything in my account settings such as "Identity," it shows an error message so I'm not sure what to do. When I try to call or use the AI assistant, it's asking me for my ID but when I give the ID, it doesn't recognize it as part of the system and it's not connecting me to a real agent. I've already moved in so I need my wi-fi ASAP, thank you in advance!
XfinityLinda
Official Employee
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2.8K Messages
8 hours ago
Oh, no! Sorry about the trouble signing in to your account, @user_zabezl. We're happy to help. We'll need to get your full name and service address in a Direct Message, so we may review your account. We look forward to hearing from you.
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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