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user_cv7s5s
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Thursday, October 10th, 2024 2:52 AM

Xfinity App not allowing me to log in

I just recently switched back to Xfinity for internet service. When downloading the Xfinity app is always asks me to change my password. I have been through those prompts several times, deleted and reinstalled the app several times, turned my phone off several times and nothing is working. For a week I have been trying to speak to a live agent who can help because the store staff is clueless about what is going on. The store rep states since I had Xfinity before and use the same email address and phone number, this could be what is causing the issue. They stated they would put a ticket in to see why its not working. When I returned to the store today they had no answers and I am tired of chatting with AI. This is very disappointing that no one can assist a brand new/former customer with your app. Is there not an IT team who can assist? 

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1 month ago

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XfinityRay

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2.2K Messages

1 month ago

 

Good evening, user_cv7s5s! I apologize that you continue to see that message and the issue is unresolved. We are happy to help you here and will get this figured out. It does seem like you are being redirected to the old account. A password reset would not be possible since it is closed which is why you go in a loop.
When you try to log into the account are you using your phone number, email address, or the Xfinity ID to login? If you have tried your Xfinity ID for example, can you try with your phone number or email address instead? 
If the 2 accounts are linked, this page shows how to unlink them. 
If you need any addiitonal assistance, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's 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

 

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