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Xfinity X1 TV app is showing "Out of home" even though I'm on my home network

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Message 151 of 348
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I would say call support, but I did and the support person told me what I already knew. Nothing they can do. It is an issue in their system and they are trying to fix. BETA testers we are. 

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Message 152 of 348
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I'm getting the same error on my iPad. This just started happening out of the blue. Help please!
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Message 153 of 348
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24 hours after it was fixed (again) it's out (again).

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Message 154 of 348
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Glad... I guess... To find I'm not the only customer with this problem. Worked fine yesterday; dead today. I'll give it a couple of days.
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Message 155 of 348
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same problem here...out of home error on android, multiple ipads, laptop. central nj.
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Message 156 of 348
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Add me to the list. I use two laptops for in home tv online. I have never had this problem before until tonight.

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Message 157 of 348
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Message 158 of 348
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And magically a couple hours later it's back. Didn't do anything...
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Message 159 of 348
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Is everyone still having this issue or has it resolved itself?



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Message 160 of 348
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I'll have to check when I'm at home tomorrow. Thanks
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Message 161 of 348
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Still having the issue, both android Galaxy Tab, and S5, been going on for several days now.  

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Message 162 of 348
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dvalsi74 wrote:

Still having the issue, both android Galaxy Tab, and S5, been going on for several days now.  


 can you try now?




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Message 163 of 348
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Mine started to work on all devices. No idea why.

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Message 164 of 348
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Started working a short time ago. On the tab
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Message 165 of 348
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I'm having the same problem on iPad Mini and Galaxy Note 2. On my home network. Uninstalled and reinstalled twice. Any help or advice would be appreciated.
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Message 166 of 348
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Interesting, I cleared cache and data using application manager and it worked, no more out of home.

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Message 167 of 348
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Just got setup with X1 a few days ago...I'm seeing this problem on all my devices also.
CS was also supposed to send Extreme 105 cfg to my modem..was promised it would be done..and hasn't.
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Message 168 of 348
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2rnr wrote:
Just got setup with X1 a few days ago...I'm seeing this problem on all my devices also.
CS was also supposed to send Extreme 105 cfg to my modem..was promised it would be done..and hasn't.

   Can you try now, your cable modem was showing offline in our tools?  I sent a signal to the cable modem and is showing online now. 




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Message 169 of 348
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It's working now..in the X1 account app it was showing a modem that I no longer use..contacted CS in a chat window and they added the proper modem. Why they don't remove the other modems from the account I don't know..
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Message 170 of 348
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does anyone know if the x1 tv app will work if i use my own router instead of comcast's gateway? my gateway doesn't have enough range to cover my whole house.

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Message 171 of 348
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App went out again last Thursday 1/8. Gave it a few days to see what would happen and nothing. Apps and PC still tell me I'm out of my home network. I've had this "fixed" 3 or 4 times in the past three weeks and it never lasts more than 2 or 3 days. Is this ever going to be fixed for good?

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Message 172 of 348
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@comcastchad having same issue with out of home network

my ip is 98.242.226.143

 

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Message 173 of 348
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This appliation was not supported in my area until today, I was extremely excited until i installed it then i got "Out of Home" message, I have called 5 different number, spent more than 3 hours on the phone, i spoke to 3 clueless representative some of them not familiar with this app, got disconnected 3 times, end result 0.

 

Comcast is communication company, has the fastest Internet i never seen 100 MB at my home, but it is not a software company, and it seem like is paying minimum wage to their customer support employee. 

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Message 174 of 348
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proman46 wrote:

@comcastchad having same issue with out of home network

my ip is 98.242.226.143

 


  Can you try now, you device was showing offline in our tools?  Your connecting to the Wireless Gateway correct?  You have 3 cable modems showing on your account. 




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Message 175 of 348
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Yes I'm connecting to my wireless gateway and I'm still having the issue.
No device on my network can connecte to the app
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Message 176 of 348
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Still showing "out of home" on all devices.

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Message 177 of 348
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proman46 wrote:
Yes I'm connecting to my wireless gateway and I'm still having the issue.
No device on my network can connecte to the app

  This would impact all your devices.  The wireless gateway is still showing as disbaled in our system the,  TM7722G cable   modem is showing as active.  I am goign to send to our customer service team in your area to look at your account.   That is 100% what the issue is. 




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Message 178 of 348
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mnrpete wrote:

Still showing "out of home" on all devices.


   Your modem is still showing offline in our tools, that is what is causing the Out of Home message.   Please contact support and have them troubleshoot your cable modem. 




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Message 179 of 348
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Your support people at pretty useless, I've been bounced around more times than I care for. No one seems to know anything and are grasping at straws
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Message 180 of 348
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Have them troubleshoot your cable modem, tell them you can't surf or connectivity is limited.



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Message 181 of 348
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They troubleshoot the modem and nothing changed. Do you see my modem online now
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Message 182 of 348
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I am seeing this today myself, I've used this service extensively since X1 was installed 10/1/14, there have been no hardware changes and only software change that comes to mind is firmware update on my ASUS rt-ac66u router (same router i've have for 3 years).

 

Just for giggles I connected my phone to the modem's gateway, not the xfinitywifi portion, that says out of network as well.

Initially was attempting to view on my Dell XPS 18. That rules out the firmware update on the ASUS router.

 

Checking my account, the modem is listed properly:

Voice and Data Modem Make & Model: Arris Interactive, L.L.C. tg862g

You can see why I connected a secondary router, not many options on the modem's router. I'd love to get it swapped out for the gen3 but when I asked the tech person said I had to go into a comcast store to make sure I got the one I wanted. Thats neither here nor there.

 

So I guess the "fix" is wait and see when/if something is updated?

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Message 183 of 348
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Well Darn, I guess add me to the list of Out of Network when I am actually in network.. The TV app actually displays that I am connected to the Xfinity Box Network. I have rebooted, reset, and re-installed but nothing works. I have called Comcast Tech support and got a call center that goes thru all the steps that I have already done. Still not working. Was told it was going to higher tech support for a call back later.. Still no call back. Not sure if they have my numbers all messed up at Comcast with my cable gateway. I told Comcast when I ordered my service that I did not need a moden so don't send one. I only needed the X1 box non recordable. When I recieved the equipment there was a shinny new modem too. I have returned that moden and the problems started. My modem is the Xfinity TG8 gateway from Xfinity so it should be working fine. TV app worked fine before I returned the one I was sent to me by mistake....Wonder it the issue is with eqipment on my account that is no longer used??? I requested them to remove them but that was last week.Waiting on Tech suppor to call me.

I was told about the tv app by the sales department and though it was a nice feature. I decided to stay with Comcast instead of moving to Dish. I sure am glad that I have 30 days to cancel The X1 and go elseware if they can't fix this. I have no intensions on staying after the 30 day window if this cannot be fixed.

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Message 184 of 348
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jondelano wrote:

I am seeing this today myself, I've used this service extensively since X1 was installed 10/1/14, there have been no hardware changes and only software change that comes to mind is firmware update on my ASUS rt-ac66u router (same router i've have for 3 years).

 

Just for giggles I connected my phone to the modem's gateway, not the xfinitywifi portion, that says out of network as well.

Initially was attempting to view on my Dell XPS 18. That rules out the firmware update on the ASUS router.

 

Checking my account, the modem is listed properly:

Voice and Data Modem Make & Model: Arris Interactive, L.L.C. tg862g

You can see why I connected a secondary router, not many options on the modem's router. I'd love to get it swapped out for the gen3 but when I asked the tech person said I had to go into a comcast store to make sure I got the one I wanted. Thats neither here nor there.

 

So I guess the "fix" is wait and see when/if something is updated?


  can you try now?  




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Message 185 of 348
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it works!  thank you. sorry for the late reply. I had shut down early yesterday and had an appt this morning.

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Message 186 of 348
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I'm having the same issue after installing a new wifi router (Netgear r7000) behind an Arris T722. It says out of home and I'm connected to a 5GHz network.
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Message 187 of 348
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Let me add to the previous post.

I called Comcast and explained to them that I swapped out my Cisco XB3 with an Arris TM722G and that there might be a discrepancy on the account. I got transferred to the app department that doesn't support X1. I called in again and got disconnected (typical and they didn't take my number down for a callback). Finally got escalated up to level 2 for a callback. Everytime I call it's like pulling teeth and its a minimum of an hour just to get escalated and never get called back.
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Message 188 of 348
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I am also getting the "Not on home network" message.

I am using a Samsnote.10.31 note

I have tried the change household method and even removed and reinstalled the app but still get the same message.

It used to work just fine a month or so ago.

Any help would be appriciated.

Thanks

Gary

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Message 189 of 348
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Dpanzer101 wrote:
Let me add to the previous post.

I called Comcast and explained to them that I swapped out my Cisco XB3 with an Arris TM722G and that there might be a discrepancy on the account. I got transferred to the app department that doesn't support X1. I called in again and got disconnected (typical and they didn't take my number down for a callback). Finally got escalated up to level 2 for a callback. Everytime I call it's like pulling teeth and its a minimum of an hour just to get escalated and never get called back.

   You will need to contact out internet department to resolve this issue, you have 3 active cable modems on your account (billign still says your are leasing the wireless gateway from us)   We look for the IP address coming from your home which tells that your connected to your in home network.  

 

Did you have this issue before you swapped modems?

 

Also, try logging in to this site, do you see 3 cable modem under Internet Equipment secton?  https://customer.comcast.com/MyServices/Internet




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Message 190 of 348
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bamsch wrote:

I am also getting the "Not on home network" message.

I am using a Samsnote.10.31 note

I have tried the change household method and even removed and reinstalled the app but still get the same message.

It used to work just fine a month or so ago.

Any help would be appriciated.

Thanks

Gary


  Can you try again?  




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Message 191 of 348
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Chad:

I am also having this problem. I have been trying to get it fixed for a couple of months and no one can help me. I have an Ipad and an Iphone and it doesn't work on either device. I am hoping you can resolve this since no one else can.

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Message 192 of 348
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Update. My TV APP now is working. I had another issue with the phone caller id not showing up on my tv. I had a ticket in with Comcast to fix it. After the call from the tech that it was working, and yes I know it can be switched online, I checked the TV APP and to my surprise it is working. Fixed on all my devices.
My faith with Comcast has been restored. I hope everyone gets this issue fixed. I know it is very frustrating. Good luck!
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Message 193 of 348
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I am experiencing this very issue. After about two months of tech support calls, this issue is still not resolved. I've tried bypassing my router by plugging an ethernet cable directly from the cable modem to a laptop and I still get the "out of home network" error from the xtv.comcast.net page. Furthermore, the tier 2 rep I just spoke with essentially told me that this is "normal" and that I should be using the "tv go" app instead. This is an entirely unacceptable response, especially when Comcast is advertising this feature is available for X1 customers. Can you help me out ComcastChad?
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Message 194 of 348
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elvan wrote:
I am experiencing this very issue. After about two months of tech support calls, this issue is still not resolved. I've tried bypassing my router by plugging an ethernet cable directly from the cable modem to a laptop and I still get the "out of home network" error from the xtv.comcast.net page. Furthermore, the tier 2 rep I just spoke with essentially told me that this is "normal" and that I should be using the "tv go" app instead. This is an entirely unacceptable response, especially when Comcast is advertising this feature is available for X1 customers. Can you help me out ComcastChad?

  I checked your account and your modem (Zoom 5341)appears offline in our back office tools, we dont see an IP address so thats why you are getting the out of home message.   Can you try power cycling your modem and see if that resolves the issue?

 

can you check the following as well:

 

Check the coaxial cable at the wall plate

 

Check the coaxial cable at the modem/eMTA

 

Adjust/remove splitter if applicable

 




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Message 195 of 348
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BOOM Chad instantly delivers actual information to start off. From all of us that have delt with lesser techs, we appreciate someone that ACTUALLY checks equipment status before just offering the default steps.

 

Especially inlight of the 'A**hole Brown' story that has been recently reported.

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Message 196 of 348
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Chad, thanks for the response. I figured out what was wrong, I have two modems because I also have a home office. I had swaped the modem that was the primary on the account and after switching them back the problem was resolved
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Message 197 of 348
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Chad,
I've powered cycle the modem, can you see it now? If it's any help to you, I still see a Motorola sb5120 listed in my equipment. Perhaps this is causing a conflict with the 5341j?
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Message 198 of 348
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Message 199 of 348
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Three hour on the line with customer service and you can add me to the list of eternal "Out of home" error.  Help Obi wan @ComcastChad, your my only hope.

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Message 200 of 348
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http://customer.comcast.com/help-and-support/xfinity-apps/xfinity-tv-app-unable-to-connect/


Can you try these steps to see if it resolves your issue



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