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Xfinity Connect Mobile App on iPad

Posted by
Frequent Visitor

Message 1 of 29
360 Views

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.  

28 REPLIES
Posted by
Official Employee

Message 2 of 29
309 Views

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




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Posted by
Frequent Visitor

Message 3 of 29
305 Views

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

Posted by
Official Employee

Message 4 of 29
300 Views

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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Posted by
Frequent Visitor

Message 5 of 29
292 Views

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.  

Posted by
Official Employee

Message 6 of 29
289 Views

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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Posted by
Frequent Visitor

Message 7 of 29
285 Views
Posted by
Official Employee

Message 8 of 29
254 Views

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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Posted by
Frequent Visitor

Message 9 of 29
244 Views

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.

Posted by
Official Employee

Message 10 of 29
200 Views

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

Message 11 of 29
179 Views

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.

Posted by
Official Employee

Message 12 of 29
146 Views

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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Posted by
Frequent Visitor

Message 13 of 29
142 Views

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.

Posted by
Official Employee

Message 14 of 29
140 Views

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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Posted by
Frequent Visitor

Message 15 of 29
128 Views
Posted by
Official Employee

Message 16 of 29
125 Views

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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Posted by
Frequent Visitor

Message 17 of 29
120 Views

How do I email you in a private message?

Posted by
Frequent Visitor

Message 18 of 29
115 Views

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

Posted by
Frequent Visitor

Message 19 of 29
111 Views

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

Posted by
Frequent Visitor

Message 20 of 29
62 Views

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

 

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

Message 21 of 29
57 Views
Your suggested fix didn't change anything. There is no way to change username on the mobile app and remains a problem
Posted by
Official Employee

Message 22 of 29
27 Views

@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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Posted by
Frequent Visitor

Message 23 of 29
20 Views

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.  

Posted by
Official Employee

Message 24 of 29
19 Views

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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Posted by
Frequent Visitor

Message 25 of 29
18 Views

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.

Posted by
Official Employee

Message 26 of 29
16 Views

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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Posted by
Frequent Visitor

Message 27 of 29
15 Views

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.

 

Posted by
Official Employee

Message 28 of 29
13 Views

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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Posted by
Frequent Visitor

Message 29 of 29
10 Views