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Xfinity Connect Mobile App on iPad

Contributor

Xfinity Connect Mobile App on iPad

When using this app for email, the recipient sees a blank line and not my name as the sender.  No one from Comcast has been able to correct this.  The app provider, Comcast Interactive Media, needs to do an update.  The last update was on 5/24/17.  My issue began in August 2017.  

Official Employee

Re: Xfinity Connect Mobile App on iPad

randy.bush302, is this only happening on your iPad? Can you test on another mobile device?




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Contributor

Re: Xfinity Connect Mobile App on iPad

I have reported to a tech that the only device that has the Xfinity Connect Mobile App is my iPad.  

Official Employee

Re: Xfinity Connect Mobile App on iPad

Thanks randy.bush302. Have you tried uninstalling/reinstalling the app? I see that our email support teams are working on your issue and I'll continue to monitor and let you know when I see an update. 

 

KenF




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Contributor

Re: Xfinity Connect Mobile App on iPad

I have tried uninstalling and reinstalling the app several times.  On the iPad deleting the app just sends it up to the cloud and reinstalling just brings the same app back.  To correct my issue Comcast needs to update the app.  

Official Employee

Re: Xfinity Connect Mobile App on iPad

Gotcha. I'll monitor the ticket and let you know if I see an update or if I get confirmation of when the next update will be available.




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Contributor

Re: Xfinity Connect Mobile App on iPad

Thanks.

Official Employee

Re: Xfinity Connect Mobile App on iPad

randy.bush302, I see the ticket I created has been closed. Did you see any improvement since we last spoke? 

 

KenF




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Contributor

Re: Xfinity Connect Mobile App on iPad

There have been no changes in regards to the original issue. Recipients of my emails still see only a blank line.

Another issue has occurred at least 3 times.  When I send an email from the Xfinity Connect app, I get an error message:  "Unable to authenticate with the current session's credentials"  and the email is saved as a draft.   When I open the draft I see the message:  This HTML draft will be converted to plain text.  When I click on OK the email appears and then can be sent.  Of course my name as the sender is a blank.  Therefore no remedy has occurred.  I guess I'm waiting for an update for the app.

Official Employee

Re: Xfinity Connect Mobile App on iPad

randy.bush302, thanks for the update. I've reached back out to our app team for an update on the issue. I'll reach back out soon. 

 

KenF




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Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

I have the same problem but on my Android phone.  The display name is in all caps and is not the desired display name with no way to edit.  Any help would be appreciated.

Official Employee

Re: Xfinity Connect Mobile App on iPad

Hello all,

 

@randy.bush302 - I think I found the reason why your Display Name is blank. Could you please follow these instructions and let me know if it works:

- Sign in to email from the website connect.xfinity.com on your PC or tablet

- Click on Settings (gear icon next to your name in the right top corner)

- Click on Accounts - > Edit

- You will see an option to change your Display Name

Please let me know how it goes. If it won't work, I will escalate it further.

 

@mlmims - Could you please try same steps as I described above? Please let me know the results. 

 

 




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Contributor

Re: Xfinity Connect Mobile App on iPad

I tried the steps.  I changed the display name from Randy to Randy Bush.  A friend replied no change...still sees only a blank.  Keep looking for a solution.

Official Employee

Re: Xfinity Connect Mobile App on iPad

Ok, I will need to escalate it further. Could you please send me a screenshot of the settings page? Also, please email yourself and send me a screenshot where we can see the blank sender name. I will attach these screenshots to the escalation. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

Email sent to me.Email sent to me.

Official Employee

Re: Xfinity Connect Mobile App on iPad

Thank you for the screenshot, could you please send one more with Edit Account Info pop up? Please send me it in a private message. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

How do I email you in a private message?

Contributor

Re: Xfinity Connect Mobile App on iPad

I have the screen shot of the Edit Account Info pop up.  Just waiting for you to tell me how to send it as a private message. Also the screen shots I have sent...is there any info that should not be on a public forum?  If so can they be removed?

Did you notice that when I send an email to myself, it has my name.  The third screen shot shows the blank.

a

Contributor

Re: Xfinity Connect Mobile App on iPad

I finally figured out how to private message you.  Please read the other reply about the other screen shots.

Contributor

Re: Xfinity Connect Mobile App on iPad

Any news on an update to the Xfinity Connect app?  Seems like there is no solution as of now.

 

Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

Your suggested fix didn't change anything. There is no way to change username on the mobile app and remains a problem
Official Employee

Re: Xfinity Connect Mobile App on iPad

@randy.bush302 - My apologies for the delayed response. As I mentioned before, I escalated your issue to the Tech Support team. Per ticket notes, the agent tried to reach you but was not able to. I escalated it again, with notes and provided screenshots. 

 

I don't see any private information that should not be posted publicly but I did remove the screenshots just in case. 

 

This is not an issue with the XFINITY Connect App. Your display name listed as ____ instead of your full name in one of our backend system. You can try to create a secondary email, sign in to XFINITY Connect App, and there will be no issue with the display name. 

 

@mlmims - I will need to get the same screenshots from you in order to escalate it further.  Please send me those in a private message. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

I don't understand what you mean when saying "backend system".  This app worked fine until August 2017.  Email recipients saw my name, not a blank.  If I send an email from my desktop computer (using Comcast email), recipients see my name.  Creating a secondary email is not a satisfactory solution.  

Official Employee

Re: Xfinity Connect Mobile App on iPad

I apologize if I confused you but I haven't provided a solution by creating a secondary email. I suggested to try it, so you can see it that this is not the app issue. If it was an app issue itself, we would have more people who are experiencing the same problem. I personally use this app and have no issues with changing my display name. You cannot modify any account setting via the app itself,  you have to go the XFINITY Connect page. We have a specific backend system that is in charge of it, it controls all online changes that customer performs on his/her account. I cannot tell you what exactly caused your issue but I know how it can get fixed. I escalated it to the team that can handle it and I know it because I came from the Tier 3 Tech Support. 

 

 




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Contributor

Re: Xfinity Connect Mobile App on iPad

Hopefully a tech will be able to call me when I am available and walk me through the steps to edit my email account from my desktop computer.  Thank you.

Official Employee

Re: Xfinity Connect Mobile App on iPad

You actually did all the correct steps from your side, I can see it on the screenshots. This is the problem on our side. Do you have a preferred time for a call? I can add it to the notes. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

I can be called after 9 pm (eastern time) on 9/20 and 9/21.  On 9/22 I can be reached 9 am to 1 pm.

 

Official Employee

Re: Xfinity Connect Mobile App on iPad

Got it,  I put a note on your account. I will follow up with you on Thursday to see if you got a call or not.  




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Contributor

Re: Xfinity Connect Mobile App on iPad

Thanks.

Official Employee

Re: Xfinity Connect Mobile App on iPad

Hello all,

 

Got updated news from the Tech Support Team. This is a known issue that affects several customers. Our engineers are working on the resolution, no ETA at this time yet. As soon as I get an update - I will let you know. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

I’m glad that someone recognizes there is an issue.  Hopefully a solution follows soon.

i did not receive a phone call last night.  Now that the tech team is working on the issue I’m guessing there is no need for a phone call for now.  

 

Official Employee

Re: Xfinity Connect Mobile App on iPad

You still may receive a call in case if an agent will need to double check the details. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

Okay, I'm still available tonight (9/21) after 9 pm, Eastern time.

Contributor

Re: Xfinity Connect Mobile App on iPad

 New issue with Comcast Connect app on my iPad...now I have to repeatedly restart my iPad when trying to access email through this app.  Otherwise it is on an endless cycle of trying to update which does not allow you to open any email.  As it’s annoying, I am close to deleting the app to avoid having to restart several times a day.   It sure when the app will be functionally useful again.

Official Employee

Re: Xfinity Connect Mobile App on iPad

@randy.bush302 - Have you updated your iPad to the latest iOS? The app update would be available soon. As a temporary solution, you can use a browser on your iPad in order to access the email. 




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Contributor

Re: Xfinity Connect Mobile App on iPad

Yes I have updated my iPad.  I understand that an updated Comcast Connect app is coming in early October.  Hopefully it will correct both of my issues.

Official Employee

Re: Xfinity Connect Mobile App on iPad

The latest update for the XFINITY Connect app was back in May. So the newest update should be very valuable. I don't have an exact release date but it should be soon. 




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Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

I don't mean to hijack this thread.  I just want to follow along.  I'm have the same exact issue as Randy.  Even if I update my account name inside Xfinity Connect on the PC, the wrong display is used when I send emails with the mobile app.  Any updates on this issue?

 

Randy -- you are not alone on the horrible performance of the mobile connect app over the weekend either.  It was abysmal all weekend long....

 

 

-Adam

Contributor

Re: Xfinity Connect Mobile App on iPad

Adam,

I’m glad others are letting Comcast know about the app issues.  At first I was told it was an issue with my iPad but they now acknowledge that it’s the app.  I have been told by a tech (Sylvia) that an updated app is coming early in October.  She has been calling me regularly.  I’m hoping the other issue I have (having to repeatedly restart my iPad to get Email stop being in a constant update loop) will also be corrected.  Good luck to you too.

Official Employee

Re: Xfinity Connect Mobile App on iPad

Hi, Adam_W - I don't have any updates yet. We are waiting for the fix release.  As soon as I get any updates I will post them here. 




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Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

Hi ComcastElla,

 

I got the update on the mobile Connect app to version 6.7.0, and the problem with the display name does not appear to be fixed.  Can you provide an update?

 

Thanks,

Adam

Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

Are you using the "connect" app?  I use that to check my 4 email accounts all at one time and guess, according to the below email I got, it will be going away.  I don't know if this is related to your Ipad problem but it might be causing problem and that is why they are discontinuing it?????  I hope there is something to replace it so I can view all email accounts at one time.  

This is to inform you that between 10/26/17 and 11/17/17, Comcast will discontinue the XFINITY Connect app functionality that enables users to import emails from more than one email account into a single app experience. This includes third party accounts (such as Gmail, Yahoo, etc.) and secondary Comcast.net accounts.
Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

Yes, that is the app I use.  I sure hope they replace it with something that works better!  Maybe they are going to replace it with something that offers more features, similar to the new web portal?

 

Adam

 

EDIT:  I see now you meant they were removing that feature of the connect app, not the connect app entirely.  But yes, perhaps that feature is somehow causing the weird behavior with the display names.

Official Employee

Re: Xfinity Connect Mobile App on iPad

Hello all,

 

The issue has not been fixed yet. At this point, in order to change the email display name, we have to request a special team to do it manually for each customer. @randy.bush302 @mlmims @Adam_W -  I created tickets with the Advanced Repair Team asking to proceed with the email display name for each of you. 

 

@largin - The XFINITY Connect app is not going away, we just removed the feature to view 3rd party emails and secondary @comcast.net in a single app experience. 




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Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

If I can't view secondary Comcast emails in one app, what is the suggestion?  I have 4 different email address' through Comcast.  

Official Employee

Re: Xfinity Connect Mobile App on iPad

@largin - You can try to download a 3rd party email client to check all 4 email boxes together. 




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Regular Contributor

Re: Xfinity Connect Mobile App on iPad

Perhaps I misunderstand.  Comcast provides several secondary addresses to a subscriber.  Comcast provides an application to view your emails.  But now suddenly Comcast is going to discontinue a key user feature where a subscriber can easily view all his emails at once without loging out, loging in, loging out, loging in, etc.  

 

And the Comcast alternative is some un-named 3rd party app?  This is not progress.

Frequent Visitor

Re: Xfinity Connect Mobile App on iPad

Regarding display name in the app and no way to change it on my side?  Ticket created in this forum but it's unresolved.  I'm inclined to drop the app for this reason and surprised the app does not have a way to alter the display name.  As the primary user of the email through the app and I can't apply my name to the display name, instead my husband's name (in CAPITALS no less) crosses to the recipient is just not acceptable.   

Official Employee

Re: Xfinity Connect Mobile App on iPad

@mlmims - I checked the ticket I created and I see you talked to an agent on 10/17. However, it seems like you asked to help with the different issue at that moment. As a temporary solution - you can use a webmail to send emails or use a default email client on your device. 




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Re: Xfinity Connect Mobile App on iPad

Correct on the ticket for another reason.  Will move to email client on my device which has proven to not have the display name issue.  Unfortunate that the app has this as a bug that hasn't been resolved as yet.  Appreciate your followup on this concern.  If you learn of an update on this issue, please let me know.