Something unexpected happened.

I'd like to change my house internet (now I am using NOW pass), so I made an account and do the shopping for me. When I tried to pay a bill, some errors occurred. So I tried to continue the purchasing process, but I can't do anything in my account.

If I click "Account and Identity", "Update contact info", or "Cart' tab, this message is showing "Something unexpected happened. Try refreshing the page. If the problem persists, please check back later.". If I click refresh, nothing happens, and I can do nothing.

I think there are some errors in my account. Can someone just check my account?

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XfinityJeniece

Official Employee

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4.3K Messages

4 months ago

Hey there, @jungbin, thanks for reaching out through Xfinity Forums regarding your account. I would be happy to help you with checking your account is set up correctly. Can you please send a Direct Message with your full name and your full address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

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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user_5fs8wt

Visitor

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1 Message

whats even the point of these forums if you guys have everybody resolve everything in DMs anyways?

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2 months ago

0

XfinityEricB

Official Employee

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3.6K Messages

user_5fs8wt We strive to stay as public as possible whenever we can. The OP's concern sounds like an order entry issue that we would need to review, and get personal information for to assist which requires a DM to get that information. If you have a question or concern we need to help you with through at anytime we are happy to assist, and if we can keep the troubleshooting public we are happy to do so. Should we need access to the account for assisting though at any point we will require a direct message to protect your information.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 months ago

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user_0ht5bc

Visitor

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5 Messages

As someone who is trying to access my account information before even purchasing a NOW plan, I'm having the same issue, and I see no direct message icon after signing in. I'm receiving the "something unexpected happened" message
when trying to access any of the side bar options after clicking "account". Not very promising experience before purchasing a plan.

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2 days ago

0

XfinityFrank

Official Employee

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2.6K Messages

@user_0ht5bc, are you attempting to access your account via the XFINITY App or the web portal? Common fixes for trouble on the app is to uninstall and reinstall it and try again, and on the web portal, clearing cache and cookies on your browser is the best starting point and easiest fix. As far as the direct messaging icon, we don't accept unsolicited direct messages. We would invite you to a direct message here if necessary. Let me know if the fixes presented work, and if not, the method you were using to log in, so we can move forward. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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2 days ago

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user_0ht5bc

Visitor

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5 Messages

I'm not using the app, I'm using a browser and I tried on a private incognito window as well, same issue.

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1 day ago

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Again

Expert

•

34.9K Messages

1 day ago

@user_0ht5bc I don't know if you got this resolved as there isn't anything in the Forum saying you did, but the page your posted is at https://xfinity.com/ . The Forums, where you will find the chat "bubble" is at https://forums.xfinity.com/ . And the chat bubble would look like this:

0

Sign-In and Account Management

jungbin

Something unexpected happened.

XfinityJeniece

user_5fs8wt

XfinityEricB

user_0ht5bc

XfinityFrank

user_0ht5bc

Again

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