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New Member

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4 Messages

Tue, May 31, 2022 1:12 PM

Active Account Keeps Defaulting to "Pending Order" Account - Can't Add users

When I log in to my account I first get an error (Sorry! Something went wrong.) but when I select "Please Retry" it logs into the correct account management page where I can see the balance owed, etc but *any* selection after that brings me to the service order page/account and fails after that.

Official Employee

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8 Messages

2 m ago

Hello @user_bbb7f6 I'm sorry for the trouble you are seeing trying to access your account. Thanks for brining the trobule to our forums!

Are you able to clear the cache and cookies for the browser or use an incognito mode to sign in? Since the retry is allowing the access, I think that the credentials are correct and it may be a hiccup with the browser. 

Another option, have you tried to access the account with the Xfinity My account app? 

 

New Member

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4 Messages

@Comcast_Paula​ Unfortunately that does not work. It was one of the first things I tried. I think the issue is that the install order was never flagged as "Complete" so one system doesn't know service was actually activated while the billing system knows it was. It is showing as "Installation Appointment - Pending".

 

Official Employee

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1 Message

@user_bbb7f6 thank you for trying those steps and for your time today, if the order still showing as pending it may be interfering with your access. You would want to reach out to our business customer service toll free at 1-800-391-3000 to further help with the account.

New Member

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4 Messages

@Comcast_Daisy​ I called and spoke with someone there. They said everything is in order and to try a different browser. I am getting the same error in Chrome and Edge. They say the order is showing as completed, but in my view it is still showing as pending install. I have cleared all caches and cookies and also tried accessing through "Private Browsing" windows to no avail.

Official Employee

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8 Messages

Please send me a private message with your full name and full address. I can most definitely take a 
further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!