Visitor
•
1 Message
Access denied trying to log into Xfinity app
Both my husband are not able to access app on our iPhones. Been customers for years. Spoke to Xfinity customer service, they had me do all these steps but I still get "access denied" I have tried using my wifi, cellular service, and other wifi. We still are not able to get into app. I was told yesterday I had to go into store. But not sure why I need to do that. HELP!!!
XfinityChristy
Official Employee
•
2.4K Messages
16 days ago
The "Access Denied" message often points to a specific issue on the Xfinity account itself, rather than a problem with your phone or network. Since customer service and basic resets haven't fixed it, forcing you to go to a store seems like an unnecessary hassle.
I would be happy to investigate this account-level issue directly. The problem is often related to a user role or account primary/secondary status that is causing the app to reject the login, regardless of the device or network used.
To help me look into why your account is throwing an "Access Denied" error, please send me a Direct Message with the following information:
Your full name as it appears on the account.
Your complete service address.
The email address or Xfinity ID your husband is using (if different from yours).
I will check the back-end account configuration to identify and correct the specific access flag preventing your use of the app.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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
0
0