Xfinity Mobile Website/App not working?

It has probably been a few weeks now when I first noticed this problem? I don't know, but I just tried again and when I log in to my account for Xfinity Mobile, I am unable to access anything in my account. It gives me this picture of what I think is an astronaut saying "Something went wrong. Trying this page again may help fix the problem." -- Here to report that it in fact does NOT fix the problem. I have deleted the app and then reinstalled the app, logged in and out completely numerous times, deleted the cookies from by laptop browser, restarted both my phone and laptop, and all but put them both in rice to get this to work. I literally can not access ANY information. Can't see my bill, my payments, can't pay, can't do anything but get frustrated. So pleaseeeee help me! For the loveeee of all that is holy. Thank you.

Responses

XfinityAlfonso

Official Employee

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1.2K Messages

2 months ago

Hello user_yib2xz we're so sorry to hear about those frustrations with the Xfininty App. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

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EG

Expert

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107.1K Messages

2 months ago

The concern is not "accessibility / disability" help related. Topic moved here to the proper help section for assistance.

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PinkSlanther

Visitor

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1 Message

We are stuck in a loop in the Xfinity App. As new customers it was working until the bill contract was added to the App, and requires us to check the box for the unlimited service as well as that I am over age 18. However, the button to enter or complete this step is grayed out, and it will not let us out of this page. We tried everything, stopped in to local office and mgr says others having same issue being stuck in a loop. Says call customer service, but it sends a text which is intended to get us to the live assistant. We can’t get to it. After that it asked us if we got the text and still told us to get to the live assistant again. Then it started to troubleshoot our Internet connection even though I said no when it asked. There is no option to press for help with the actual App. Please Help. Thanks!

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2 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Good afternoon @PinkSlanther, and thank you for reaching out on our Community Forums with your online account issues, we appreciate it and hope you are otherwise having a wonderful weekend so far! I'm sorry to see that you are stuck in a loop on the XFINITY app, rest assured, our team is on your side and here to help. We'd be happy to run through some troubleshooting steps. To start, we'll ask a few quick questions. To confirm, are you logged in as the primary user? Do you also experience this issue if you access your online account from our web portal instead https://login.xfinity.com/login?

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 a reply as the Accepted Answer. tick

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2 months ago

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user_4jhogx

1 Message

1 month ago

The mobile website does not load. The app continuously tells me “Billing Info Unavailable. Check back later”.

I cannot access my billing - OR ANYTHING - to do with my mobile account from this multi-million dollar company. How do you have ZERO support put in place on this entire division of this company?? Absolutely unacceptable.

This has been an ongoing issue for the entire several years of my time with Xfinity. The mobile department access is spotty at best.

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XfinityKei

Official Employee

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1.1K Messages

@user_4jhogx I'm sorry to hear how this experience has made you feel. I have Xfinity mobile as well. I am here to help. The best way to access your bill is using our Xfinity App not the Xfinity mobile app which has been sunset.

Please check to see if you have any updates for the Xfinity app, I would uninstall it and reinstall the Xfinity App. Our Xfinity app is free to download.

Please ensure you're logging in with your primary Xfinity username and password.

You can use this link to confirm the username we have on file for you xfinity.com/username.

Once you're logged in please click on account tab.

Scroll down to where you see Xfinity mobile and the mobile phone icon and click on it.

Your mobile account detail will appear including your bill, balance, transaction history, bill cycle and more.

Can you try those steps for us?

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 a reply as the Accepted Answer. tick

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1 month ago

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user_73ktk6

1 Message

None of this works. Have been unable to get info from my mobile accounts for MONTHS

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1 month ago

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Xfinity App

user_yib2xz

Xfinity Mobile Website/App not working?

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XfinityAlfonso

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PinkSlanther

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user_4jhogx

XfinityKei

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