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Xfinity TV App does not recognize me on my home wifi

Posted by
Frequent Visitor

Member Since: ‎02-16-2004
Posts: 17
Message 1 of 77 (14,109 Views)

Xfinity TV App does not recognize me on my home wifi

I have been using the Xfinity TV App for iPad, and iPhone and for some reason it will not recognize that I am connected to my home WiFi.  This is an ongoing problem.

 

I have spoken with Comcast and no one can give me the same answer about the issue, and no one has any potential resoution to the issue.

 

We have been through all the typical troubleshooting Reboot Network, Reboot Cable Modem, Delete and reinstall the apps, etc. to no avail.

 

I am now being told that it will be at least 72 hours befor Tier 2 resolves this issue, even though the 5 people at Comcast I spoke to over the last 24 hours told me I would have a call back this morning.  Needless to say there was no call from Comcast....

 

It is very annoying to get multiple answers about what is and is not supported.

 

We upgraded to the X1 platform and thus far have been less than enthusiastic about the stability of the platform.

 

Is anyone having similar issues and similar support experience?

 

Thanks

 

Robert

76 REPLIES
Posted by
Problem Solver

Member Since: ‎11-12-2010
Posts: 1,400
Message 2 of 77 (14,098 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Does the Xfinity TV app say you are "Out of Home" or is it just not connecting at all?  Your forum post is not specific enough.

 

If it is an "Out of Home" error, are you 100% sure you are connected to your personal home wifi network or the "Xfinity Wifi" network, which some of the newer gateways broadcast?

 

Are you able to connect to the XTV web portal from a computer?  If so, does it show you connected in home or "Out of Home"?  Can you connect a computer with a network cable directly to the gateway?  Does it show in home or "Out of Home"?

 

If it is still an "Out of Home" problem, go to https://customer.xfinity.com/MyServices/Internet and ensure your cable modem matches what is displayed on your account, i.e. serial number and model number.  If these don't match then you need to call Comcast and let them know.

Posted by
Official Employee

Member Since: ‎07-28-2014
Posts: 1,082
Message 3 of 77 (14,094 Views)

Re: Xfinity TV App does not recognize me on my home wifi


HowAboutThisOne wrote:

Does the Xfinity TV app say you are "Out of Home" or is it just not connecting at all?  Your forum post is not specific enough.

 

If it is an "Out of Home" error, are you 100% sure you are connected to your personal home wifi network or the "Xfinity Wifi" network, which some of the newer gateways broadcast?

 

Are you able to connect to the XTV web portal from a computer?  If so, does it show you connected in home or "Out of Home"?  Can you connect a computer with a network cable directly to the gateway?  Does it show in home or "Out of Home"?

 

If it is still an "Out of Home" problem, go to https://customer.xfinity.com/MyServices/Internet and ensure your cable modem matches what is displayed on your account, i.e. serial number and model number.  If these don't match then you need to call Comcast and let them know.


  This is a known issue, our teams are aware and working on a fix. 




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Posted by
Visitor
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Member Since: ‎01-16-2009
Posts: 2
Message 4 of 77 (14,074 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Same issue here!  Have an ETA for the fix?

Posted by
Visitor

Member Since: ‎07-13-2014
Posts: 15
Message 5 of 77 (14,066 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Having the saem problem.  Started after the update.  I can see and watch my recordings but cannot go to live TV channels

Posted by
Frequent Visitor

Member Since: ‎02-16-2004
Posts: 17
Message 6 of 77 (14,062 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Well ComcastChad....  

 

1.  I am connected with all 3 platforms (iPad, iPhone, and Laptop) to my local network via WiFi, and can surf the web, read email, run applications....  So, needless to say this is not a local network issue.  The issue is consistent across all 3 platforms whether using the app on iPad, and iPhone, and using a browswer via a laptop to the xtv.comcast page.....

 

2.  I own my own modem and wifi routing equipment, so I am not connecting to the xfinitywifi SSID since it does not exist here in my environment.....

 

3.  If this is a "known issue" then why do your first line support personnel (all 6 of them I have been tranferred to in the last 24 hours) have no knowledge of this issue?  Do you think it might be a good idea to let your first interface with your customers to have some vital information to provide to customers, or is it better to leave them in the dark as you do with us the customer?

 

 

Posted by
Problem Solver

Member Since: ‎11-12-2010
Posts: 1,400
Message 7 of 77 (14,054 Views)

Re: Xfinity TV App does not recognize me on my home wifi

It was I who suggested to you to check if you were connected to xfinitywifi SSID, not ComcastChad.

 

I run the Xfinity TV app on Android devices and they are not having issues connecting. I'm not sure if the iOS app is just having an issue referencing to what ComcastChad was talking about.  It is strange though that your connection to https://xtv.comcast.net/ doesn't work as well though.  I just tried mine and it connected fine.  That should be OS independent.  I'm not sure if the issue ComcastChad spoke of is local or national, but all I know is mine works fine in the Nashville market.  Not that that helps you.

 

You still haven't said what is your exact issue.  When on https://xtv.comcast.net/, do you not get a connection, or is it saying you are "Out of Home"?

 


rstout100 wrote:

Well ComcastChad....  

 

1.  I am connected with all 3 platforms (iPad, iPhone, and Laptop) to my local network via WiFi, and can surf the web, read email, run applications....  So, needless to say this is not a local network issue.  The issue is consistent across all 3 platforms whether using the app on iPad, and iPhone, and using a browswer via a laptop to the xtv.comcast page.....

 

2.  I own my own modem and wifi routing equipment, so I am not connecting to the xfinitywifi SSID since it does not exist here in my environment.....

 

3.  If this is a "known issue" then why do your first line support personnel (all 6 of them I have been tranferred to in the last 24 hours) have no knowledge of this issue?  Do you think it might be a good idea to let your first interface with your customers to have some vital information to provide to customers, or is it better to leave them in the dark as you do with us the customer?

 

 


 

 

 

Posted by
Visitor

Member Since: ‎07-13-2014
Posts: 15
Message 8 of 77 (14,052 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Mine just came back and is working fine.  Hope everyone else's are fixed too!!

Posted by
Frequent Visitor

Member Since: ‎02-16-2004
Posts: 17
Message 9 of 77 (14,047 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Apologies.....

 

The message is out of home.  Their cloud authentication system does not see me as connected to my "home" wifi.....

 

 

Posted by
Problem Solver

Member Since: ‎11-12-2010
Posts: 1,400
Message 10 of 77 (14,039 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Well, I guess that probably has to do with the issue that ComcastChad mentioned.  Hopefully it's back for you soon, like the other respondent stated.

 

I do agree with you why the phone support has no clue about these issues.  Makes for a waste of time calling in and getting the runaround.  I really think Comcast needs some sort of status page for all their apps, just like they do for their TV, Internet, and Phone service.

Posted by
Frequent Visitor

Member Since: ‎02-16-2004
Posts: 17
Message 11 of 77 (14,028 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Thanks.

 

Several issues come to mind in terms of the support response...

 

As I mentioned providing first level support with the knowledge of known issues is one thing, but more troubling is the statements from the support teams that they will contact me when the issue is resovled is another.

 

My biggest beef with the support is that once the apps start working again, there is no communication about what the issue was, how it was resolved, and if it can be avoided in the future.  In other words, just because it starts working again, do we really know the problem was solved, or simply masked by some reset somewhere so that it can happen again.....

 

This in my mind is the biggest challenge that Comcast has in providing customers assurance that this was resolved.  I have no problem with someone telling me that there is a "bug" in the code and they will fix the bug in XX amount of time, or via a new update/release.  What I do have an issue with is getting no feedback about what was done to solve the problem....

 

R

 

 

Posted by
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Member Since: ‎01-16-2009
Posts: 2
Message 12 of 77 (14,014 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Well it was working again around 3pm EST, but it stopped working again now.

Posted by
Frequent Visitor

Member Since: ‎07-31-2015
Posts: 12
Message 13 of 77 (13,809 Views)

Re: Xfinity TV App does not recognize me on my home wifi

i constantly get a black screen that tells me i am NOT on my home wifi network so I cannot watch a channel that is part of my channel package-on wired and wireless devices.  I have internet access when this happens, it is annoying, i have called about this numerous times and no one acknowledges that this is a common issue-in fact, I often here that they never heard of this, yet there are literally thousands of complaints about this in forums and on the internet.  What is going on. this is a really big deal to me since i changed from having six tv set top boxes with Verizon to Comcast specifically so I could watch live tv on my computers (laptop and desktops, wifi and ethernet) and my iphones and ipad.  The only thing I ever see here is that Comcast is aware of this and is working on it-going back over a year!!!

Posted by
Frequent Visitor

Member Since: ‎05-16-2014
Posts: 17
Message 14 of 77 (13,724 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Hi all,

 

i have this exact problem on my iPad Air. I can connect via iPhone and laptop but never have been on my iPad. The only thing I can't do it watch live tv, it's greyed out. I definitely am on my own home network. It's a hidden one but I'm connected.

 

im still waiting for tier 2 to call me back. I haven't installed the latest iOS update yet but not sure that would matter?

 

does anyone have a fix yet?

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Member Since: ‎03-19-2016
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Message 15 of 77 (13,500 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I have the same issue.  They came out and replaced my modem but I still have the problem.  Mine is spotty some days it works fine and other days it doesn't recognize my home network.  Very frustrating indeed and they seem not to know how to fix it.

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Member Since: ‎03-20-2016
Posts: 7
Message 16 of 77 (13,471 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I'm having the same issue. The app says I'm not on my home wifi network but I know i am. There's been no OS updates. Did anyone ever find a fix with or without comcast's help?
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Member Since: ‎03-19-2016
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Message 17 of 77 (13,469 Views)

Re: Xfinity TV App does not recognize me on my home wifi

No nothing has been communicated to us.  I work for a division of Comcast and I plan to contact the R&D team that deals with mobile applications.  Hopefully they will be able to tell me something.  Stay tuned I will post an update when I have something to share.

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Member Since: ‎03-20-2016
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Message 18 of 77 (13,357 Views)

Re: Xfinity TV App does not recognize me on my home wifi

thank you! I opened a ticket with Comcast (tier one support did not fix it), but they've yet to call me back. Problem has not gone away on its own.

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Member Since: ‎09-18-2015
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Message 19 of 77 (12,915 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Same issue here!!

 

Xfinity TV app does not recognize my home wifi and thus I cannot watch my TV channels on my mobile devices even I was connected to my home wifi.

Posted by
Service Expert

Member Since: ‎08-02-2013
Posts: 12,598
Message 20 of 77 (12,902 Views)

Re: Xfinity TV App does not recognize me on my home wifi


tall_costello wrote:

Same issue here!!

 

Xfinity TV app does not recognize my home wifi and thus I cannot watch my TV channels on my mobile devices even I was connected to my home wifi.


See this link for troubleshooting "out-of-home" error message:  http://customer.xfinity.com/help-and-support/xfinity-apps/xfinity-tv-app-unable-to-connect/


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.




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Member Since: ‎05-09-2010
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Message 21 of 77 (12,514 Views)

Re: Xfinity TV App does not recognize me on my home wifi

This is definitely a modem issue. I was on the phone for an hour yesterday to no avail. Tier one analysts were unable to get to the issue.  I'm not sure if they understood what I was talking about. This morning I unplugged my router/modem connected to my 5gz network and I could watch my channels.  not in home error message gone. Now I am not sure if this will be a permanent fix. I've seen it go back to the error before. Frustrating!!!

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Message 22 of 77 (12,476 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Still not working"out of home error" Comcast is clueless. I should get a refund on my incomplete service#####
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Member Since: ‎07-02-2016
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Message 23 of 77 (12,447 Views)

Re: Xfinity TV App does not recognize me on my home wifi

You may also have a problem if your are using Comcast Business for internet instead of Xfinity Internet. Xfinity doesnt recognize Comcast Business internet.

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Message 24 of 77 (11,636 Views)

Re: Xfinity TV App does not recognize me on my home wifi

When I click on the link above, the page will not load.  I cannot tell you how frstrating that is.

Posted by
Contributor

Member Since: ‎05-15-2015
Posts: 50
Message 25 of 77 (11,615 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Disable the wifi on your phone and open the app. It will ask for the username and password. Log in. Close the app. Turn the wifi back on. 

 

For a pad/tablet you probably have to have data on it or tether your cell 3g/4g for it. 

Posted by
Regular Contributor

Member Since: ‎12-08-2014
Posts: 126
Message 26 of 77 (11,559 Views)

Re: Xfinity TV App does not recognize me on my home wifi

This is not only a known issue it has been an issue for at least 4 years.  There is no hope of them fixing it.  What they put you through they have been doing to everyone for 4 YEARS!   Comcast is too incompetent to fix the problem.  

Posted by
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Member Since: ‎06-28-2007
Posts: 8
Message 27 of 77 (11,393 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I would fire the engineers that wrote the app and, speaking as a software engineer myself, would be embarassed if I had worked on it. The app contradicts itself often by telling me I need to connect to my home wifi, then showing me that I'm already connected to it. 

xfinity tv app bug.jpg

Posted by
Problem Solver

Member Since: ‎11-12-2010
Posts: 1,400
Message 28 of 77 (11,375 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Just curious, which app are you showing here? On what OS?

 

If that is the Xfinity TV app, I don't get a screen like that on Android if I am not on my home network.  Could that be the Apple version. If so, that shows the inconsistences between the 2 OS's.

 

Also, maybe take a screenshot of the app rather than taking a photo with your phone.

 


Machaira wrote:

I would fire the engineers that wrote the app and, speaking as a software engineer myself, would be embarassed if I had worked on it. The app contradicts itself often by telling me I need to connect to my home wifi, then showing me that I'm already connected to it. 

xfinity tv app bug.jpg


 

Posted by
Contributor

Member Since: ‎08-08-2011
Posts: 43
Message 29 of 77 (11,359 Views)

Re: Xfinity TV App does not recognize me on my home wifi

New tv remote app today. Now I get a message , must be an Xfinity customer to log on. Access denied. We are on our home wifi. No problem before the update.

Posted by
Service Expert

Member Since: ‎08-19-2009
Posts: 7,218
Message 30 of 77 (11,335 Views)

Re: Xfinity TV App does not recognize me on my home wifi


Midnight763 wrote:

New tv remote app today. Now I get a message , must be an Xfinity customer to log on. Access denied. We are on our home wifi. No problem before the update.


Are you certain you logged in with your default comcast.net userid/password?




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Message 31 of 77 (11,332 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I feel like my error might be cuased by the same problem. My tv.xfinity worked fine up untill yesterday when my modem went down for like 5 min. now i just keep getting this error or it just kickes me back to sign in screen now that i have reset my cookies.

 

xfinity error.png
xfinity error.png
Posted by
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Member Since: ‎08-08-2011
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Message 32 of 77 (11,308 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Sorted. Xfinity confirmed something wrong. They must have fixed it. Tier 2 support passed it higher up. Glad it's working now.

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Message 33 of 77 (9,866 Views)

Re: Xfinity TV App does not recognize me on my home wifi

been having the same problem.   why did they discontinue the excellent TVgo?

 

 

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Message 34 of 77 (9,865 Views)

Re: Xfinity TV App does not recognize me on my home wifi

the weird thing is, I can watch SOME shows, and others, tell me I have to be at home.

 

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Member Since: ‎10-30-2016
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Message 35 of 77 (9,858 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I have the same problem it thinking I'm elsewhere when an home! And tv to go is only available halftime with station breaks. This service is real bad as the olden days we didn't stare at blank error screens. Paying for service you can't count on when using iPhone or ipads😡
Posted by
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Message 36 of 77 (9,818 Views)

Re: Xfinity TV App does not recognize me on my home wifi


pmarylaird68 wrote:

been having the same problem.   why did they discontinue the excellent TVgo?

 

 


Did you see this thread?

 

http://forums.xfinity.com/t5/Xfinity-TV-Website/UPDATE-Announcement-and-feedback-thread-TV-Go-is-now...




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Message 37 of 77 (9,605 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Yes, I'm having the same problem. Live tv was working fine until today. Now it won't recognize my home network from my computer or my tablet.

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Message 38 of 77 (9,604 Views)

Re: Xfinity TV App does not recognize me on my home wifi

It says I'm out of home.

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Message 39 of 77 (9,558 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Is this the URL where you are getting the out of home message?

 

https://tv.xfinity.com/

 

I have an ethernet-connected Win7Pro PC and a wifi-connected iPad and neither one gives me a not on home network message.




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Message 40 of 77 (9,461 Views)

Re: Xfinity TV App does not recognize me on my home wifi

This is happening to me too and I'm not even on a device like an ipad.  I am on my home computer (connected directly to modem) and it's reading me as if I'm not at home.

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Message 41 of 77 (8,924 Views)

Re: Xfinity TV App does not recognize me on my home wifi

This just happend to me today.  I'm connected to the home network through an ethernet cable, and trying to stream on my windows PC.  It says I need to be connected to the home WiFi.  It was working fine last night.  But after I got home from work today and tried to stream live TV I get that error.  Anyone find a solution yet?

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Message 42 of 77 (8,791 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Posted by
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Message 43 of 77 (8,780 Views)

Re: Xfinity TV App does not recognize me on my home wifi


kdang714 wrote:

This just happend to me today.  I'm connected to the home network through an ethernet cable, and trying to stream on my windows PC.  It says I need to be connected to the home WiFi.  It was working fine last night.  But after I got home from work today and tried to stream live TV I get that error.  Anyone find a solution yet?


What URL are you using on your PC?  This is the one I am using.  Maybe they are two different sources.

 

https://tv.xfinity.com/listings




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Posted by
Visitor
Member Since: ‎11-12-2016
Posts: 3
Message 44 of 77 (8,619 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Last night Friday 11:55pm modem rebooted several times.

since then cannot connect to any live tv channels other than tv go.

All online package channels say "available to watch in home only."

Hardwired 3 computers inhome same message.

Several errors in sb6141 modem log at 11:55pm.

I have rebooted modem and router 3x today.

Thursday update fixed all channels in web browser.

It removed channels not in my package and only listed mine - great i thought.

Now since Friday 11:55pm KEEPS wanting me to log in over and over.

Does not retain login or info that is in still correct in profile.

Posted by
Visitor
Member Since: ‎11-12-2016
Posts: 3
Message 45 of 77 (8,611 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I Cannot Connect to Anything Other than tv go - Get It

Nothing changed in my home - but comcast

Posted by
Visitor
Member Since: ‎11-12-2016
Posts: 3
Message 46 of 77 (8,513 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Checked this morning 11/13 no modem events in log.

All my channels have watch button as they should.

 

Posted by
Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Member Since: ‎11-27-2016
Posts: 1
Message 47 of 77 (7,758 Views)

Re: Xfinity TV App does not recognize me on my home wifi

Same here. Very annoying.

Posted by
Service Expert

Member Since: ‎08-19-2009
Posts: 7,218
Message 48 of 77 (7,736 Views)

Re: Xfinity TV App does not recognize me on my home wifi


TinyTinyTiny wrote:

Same here. Very annoying.


When I am using wifi with my smartphone, I have to use the Comcast SSID to be on my home network.  xfinitywifi is not the correct SSID.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Visitor
Member Since: ‎11-27-2016
Posts: 1
Message 49 of 77 (7,722 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I have had the same issue . They put in the new cable box and as soon as the tech left, it stopped working and they will not send some one out for  4 days!  When I try to watch live tv on my computer, it says that I am not connected to my home wifi

Comcast is the pits I am looking at fios

 

Posted by
Visitor
Member Since: ‎12-02-2016
Posts: 2
Message 50 of 77 (7,278 Views)

Re: Xfinity TV App does not recognize me on my home wifi

I'm having the same issue.