Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,860,715

members

1,312

online

29,403

topics

Top

xfinity connect app will not open emails

Contributor

xfinity connect app will not open emails

For some time now I have had an intermittent issue with emails unable to open in the connect app.  The wheel just keeps spinning and email won't open.  Now it is doing the same thing when the inbox is refreshing, just keeps spinning. Seems to be some sort of problem with connecting to server.  All my other apps seem to work fine, so I have a good internet connection.  I opened a support chat and agent did some sort of refresh that they said would sync my account with the servers.  Worked fine for a few minutes, now it's back to the old ways.  I have been using this app for years and never saw this problem before. Am I the only person seeing this?  Indications from the reviews of the app in Google Play are that many others may be having this problem. 

Official Employee

Re: xfinity connect app will not open emails

 

philipj, have you tried uninstalling and then reinstalling the app?


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Contributor

Re: xfinity connect app will not open emails

Yes, tried uninstalling in and reinstalling, ensuring up to date version, tried different settings. Nothung seems to change.
Regular Visitor

Re: xfinity connect app will not open emails

Did delete and re added. How many times must this be done, problem still exists and I have to delete and add many times????????

New Poster

Re: xfinity connect app will not open emails

I have the same issue. To get it to work for awhile I have to shut phone on and off. Frustrating.
Tags (1)
Contributor

Re: xfinity connect app will not open emails

So it's time for an update.  This problem seems to manifest itself in many ways.  The emails are opening! Yay!  However I am getting very long delays with the connection to the server to download the emails.  Just keeps spinning for a long time.  Some emails take hours to show up.  This seems to be a problem on my desktop as well.  Getting error messages at times that the server cannot be found.  Something is going on out there or something has changed.  Somebody needs to check the syncing or access to the servers because it's gone way downhill.

Regular Contributor

Re: xfinity connect app will not open emails

I apologize that this issue still persists philipj,

 

I would like to review your profile to ensure that everything is setup correctly. Would you please message me verifying your account with the phone number and address. Once I have this information I can begin investigating. Thank You




Community Icon
I am a Retired Official Comcast Employee, and I no longer actively support the forum.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Retired Official Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
Retired Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon



Official Employee
Moved:

Re: xfinity connect app will not open emails

New Poster

Re: xfinity connect app will not open emails

I am experiencing the same problem on my phone for the last couple days. The only way it stops spinning and downloads message is if I turn off WiFi and rely on 4g. I have reinstalled app, no help.
Official Employee

Re: xfinity connect app will not open emails

Hello,

 

@philipj - The agent was trying to reach you today. Did you get a voicemail?

 

@Ren1 - Just for clarification, does it work fine on 4G? Do you experience this issue only when you're connected to WiFi?


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

Contributor

Re: xfinity connect app will not open emails

I returned the call. Email is working now without any real fix. Sometimes it works for short periods and goes back to problem mode. Agent said to call back in the morning if it starts hanging up again. I expect it will.
Official Employee

Re: xfinity connect app will not open emails

@philipj - Agent escalated your issue to the email engineering team, it's going to take some time but it's the highest level of escalation. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

I have tried testing a couple times and seems to have no delay loading messages when on 4g and long "spinning" wait on wifi even though all other apps working fine on wifi.
Contributor

Re: xfinity connect app will not open emails

I have been able to send screenshots of the problem and they are now looking at it.
Regular Visitor

Re: xfinity connect app will not open emails

Xfinity connect app has to be deleted and re added to receive emails constantly! 

Updated to current standards but problem continues!!!! 

 

May at think about moving to different email and email app,

??????????

Official Employee

Re: xfinity connect app will not open emails

@Ren1 - Do you experience any issues with the internet connection in general? Have you tried to test the app on a different WiFi network? Maybe at work or friend's house? 

 

@clentin - Are you experiencing a delay with receiving emails? 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

I am experiencing same delay on other wifi. And today I did experience delay on 4g as well. Hard to gauge sometimes since I don't know when messages are already downloaded or not.
Official Employee

Re: xfinity connect app will not open emails

@Ren1 - One more question for you, do you experience a delay when you check email on the website? 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

When I go to chrome and go to my inbox here....https://connect.xfinity.com/appsuite/. The messages open immediately. I then went back to app and same exact message spun for over a minute and didn't load.
Official Employee

Re: xfinity connect app will not open emails

@Ren1 - Could you please send me a screenshot of the app (Inbox)? I need it for the further escalation. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

I am having the same issue. Every time I get a new email, I can see it in preview but when I go to the app, I get "Error No Network could be detected. Please make sure you are connected and try again [102002]", click OK and the same error message pops up.

 

I have done the usual troubleshooting - power-cycle the phone (which sometimes works), remove and reinstall , etc.

 

Obviously, this is an issue experienced by multiple users and the fix is not an account- or device- specific fix and Comcast needs to identify the cause and fix for everyone, not just the users who report the issue on the forum.


What's the point of having a mobile app to read my emails if I can't read them?

Contributor

Re: xfinity connect app will not open emails

Quick update.  My email has been working much better.  One of the suggestions from support staff at Comcast was to go in and clear cache and cookies on the chrome browser.  If I understood correctly the chrome browser is used by the app to open some emails that link to the browser to download some ot the email contents.  Not sure if this helps anyone else but I am trying to make sure the browser has all the pages closed when I am done with them and also closing the connection to Facebook on the browser which may help keep conflicts from arising.  Hope this might be helpful for others.  So far so good for me.  Comcast support has been great trying to help me through this.  It becomes more challenging when these problems are intermittent.

New Poster

Re: xfinity connect app will not open emails

I am experiencing exactly the same thing. Happens all day long. The only way to get around it, is, after a see the error message is to restart the phone. But it will happen again. Happens anywhere. 4G or on WiFi. It’s VERY frustrating and have tried deleting the app and reinstalling. No help. Hey Comcast, please get this fixed. Obviously, many people are experiencing the same thing. This wasn’t happening with earlier versions.
Official Employee

Re: xfinity connect app will not open emails

Hello all,

 

@cfichot @Coudurier1956 - My apologies for the inconvenience. Could you please tell what devices do you use? 

 

@philipj - Thank you so much for sharing this information. I greatly appreciate it and I hope you won't experience any issues in the future. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

iPhone 6s

iOS 10.3.2

New Poster

Re: xfinity connect app will not open emails

And I should also note that when the error displays, there's no way to get out of it. You click "OK" and it just keeps popping up, so once the error is received there is only one way (power-cycle the phone) to go back to being able to use the other parts of the app which are functioning.

Official Employee

Re: xfinity connect app will not open emails

@cfichot - Have you tried to double push a Home button on your iPhone and slide the app up?  


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

No, I haven't tried that. It sounds like it requires some amount of coordination and I'm not sure what the end result would be as it doesn't sound like it would resolve the root issue.

 

I wouldn't have to do anything if the app functioned correctly.

Official Employee

Re: xfinity connect app will not open emails

@cfichot - It actually closes the app so instead of restarting your phone every time you can just close the app. It's going to save you at least 3 minutes. When did you start getting the error messages? Does it happen every time when you get a new email? 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

I have gotten used to ignoring my comcast emails on my phone, so it's not bothering me that it locks up the mobile app. I just want the issue fixed, I don't need work-arounds.

 

I don't know when it started but it's been going on for the better part of a year.

 

It doesn't happen every time I get an email. I received the email with your reply to this without any issue, but that was because I had power-cycled the phone earlier.

 

You have the error code. Is there a reason that your engineers can't research what would produce that specific error code and/or use the same hardware/software as everyone on here who is reporting this issue (which is obviously wide-spread) and try to reproduce the issue?

 

Please let me know what other information you need from me in ONE posting, so I don't have to keep going with this back-and-forth.

Official Employee

Re: xfinity connect app will not open emails

@cfichot - The error message that you get has a description "Error No Network could be detected. Please make sure you are connected and try again". You are not getting a latency or a spinning circle as other users reported in this thread. Not each issue with the XFINITY Connect app is related to each other. There are different devices, operational systems, email servers, and etc. In your case, you get a message that there is basically no internet connection, it doesn't mean anything else. I cannot duplicate this issue on my iPhone. Based on your answers I ask you additional questions that I need for the escalation. 

 

Are you experiencing any issues with checking your email on the website? Please provide the XFINITY Connect app version you have on your phone, last time the issue occurred (approximately), and I will escalate it further. 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

I’ve been having the issue too. And yes I uninstalled and reinstalled the app. It didn’t fix anything
Official Employee

Re: xfinity connect app will not open emails

Hi, bemmrich - What exact issue are you experiencing? What device do you use? 


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

New Poster

Re: xfinity connect app will not open emails

I am new to this thread. I’m having same issue as everyone else described previously. Have tried everything everyone else have tried. I have an iPhone 7 and after deleting and reinstalling Connect app problem still exists. Once I leave house and leave my own xfinity internet it seems to work. It has to be an xfinity home internet issue. Verizon told me today it’s not the phone or on their end.
New Poster

Re: xfinity connect app will not open emails

I have been having the same problems with the Xfinity connect app.

New Poster

Re: xfinity connect app will not open emails


cfichot wrote:

I am having the same issue. Every time I get a new email, I can see it in preview but when I go to the app, I get "Error No Network could be detected. Please make sure you are connected and try again [102002]", click OK and the same error message pops up.

 

I have done the usual troubleshooting - power-cycle the phone (which sometimes works), remove and reinstall , etc.

 

Obviously, this is an issue experienced by multiple users and the fix is not an account- or device- specific fix and Comcast needs to identify the cause and fix for everyone, not just the users who report the issue on the forum.


What's the point of having a mobile app to read my emails if I can't read them?


I have had similar issues for some time now.

New Poster

Re: xfinity connect app will not open emails


philipj wrote:

Quick update.  My email has been working much better.  One of the suggestions from support staff at Comcast was to go in and clear cache and cookies on the chrome browser.  If I understood correctly the chrome browser is used by the app to open some emails that link to the browser to download some ot the email contents.  Not sure if this helps anyone else but I am trying to make sure the browser has all the pages closed when I am done with them and also closing the connection to Facebook on the browser which may help keep conflicts from arising.  Hope this might be helpful for others.  So far so good for me.  Comcast support has been great trying to help me through this.  It becomes more challenging when these problems are intermittent.


I use Safari and have the same problems with the Connect app.

New Poster

Re: xfinity connect app will not open emails


ComcastElla wrote:

@cfichot - The error message that you get has a description "Error No Network could be detected. Please make sure you are connected and try again". You are not getting a latency or a spinning circle as other users reported in this thread. Not each issue with the XFINITY Connect app is related to each other. There are different devices, operational systems, email servers, and etc. In your case, you get a message that there is basically no internet connection, it doesn't mean anything else. I cannot duplicate this issue on my iPhone. Based on your answers I ask you additional questions that I need for the escalation. 

 

Are you experiencing any issues with checking your email on the website? Please provide the XFINITY Connect app version you have on your phone, last time the issue occurred (approximately), and I will escalate it further. 


I am using an iphone 6s.  the Connect app is the only thing not working properly on my phone

New Poster

Re: xfinity connect app will not open emails

It’s not our WiFi, it’s your app
Contributor

Re: xfinity connect app will not open emails

I’m also having the same problem and have signed out also deleted app and reloaded. Has not fixed it.
Regular Visitor

Re: xfinity connect app will not open emails

I can't open none of my mail HELP!

New Poster

Re: xfinity connect app will not open emails

My wife and I are both having problems opening our emails through the Comcast.webpage as well.

At first, her page would load the top 6 emails but nothing posted prior to 8AM this morning.

Regular Visitor

Re: xfinity connect app will not open emails

SAme thing with me. iphone 6s, Connect App shows emails as having "No Recipient / No Subject". Close app 2-3 times and they finally show up.

Contributor

Re: xfinity connect app will not open emails

Must have been a server meltdown yesterday.  Email was sporadic for 4 or 5 hours and I know that some sent to me never arrived.  This issue has been brewing for awhile and is probably the cause of most of the issues reported here and elsewhere for quite awhile.  Comcast has been tight lipped and not even an apology or explanation yet.  I need my email to work consistently.  They need to fix this soon.  

New Poster

Re: xfinity connect app will not open emails

I have had the same problem. It opens sometimes and just spins many times. Very frustrating!
Contributor

Re: xfinity connect app will not open emails

Now worse than before. Back to a crawl.
New Poster

Re: xfinity connect app will not open emails

Has anyone been able to correct this issue of emails not loading and the wheel just spinning forever.  If I power down totally and boot back up it fises the problem, but tired of doing that.  Why can't Xfinity fix this problem as it has been going on for several months!

New Poster

Re: xfinity connect app will not open emails

I found a fix.... move to gmail and quit using Comcast email and xfinity app. U can forward all ur Comcast email in the gmail background and it’s seamless. I’ll never go back
New Poster

Re: xfinity connect app will not open emails

Have had same issue for weeks on iphone 7 (spinning wheel; occasionally error 102002). My solution is to log out of email account (through settings in app) and log back in. Works every time, but what a hassle! Has Xfinity found a solution?
New Poster

Re: xfinity connect app will not open emails

I have the same problem with my Samsung tab A S2 and my LG G6 phone.  I can see previews, but when I touch the preview it doesn't open the message.  The Tab A is only wi-fi, my LG will work if I turn off wi-fi.   I can only use it to see previews and then use chrome to go to xfinity web email.   So many have this problem why can't this be fixed?

Forums Tips and Tricks:
Tagging Posts... See More
Discussion stats