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Cannot sign into Mobile Home App Error 11101

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Regular Visitor

Cannot sign into Mobile Home App Error 11101

My username and password works with the other xfinity apps on my android but i cannot sign into the home security app...this is a big issue.

Accepted Solution

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamarie45 & REMmagic1 - 


We have released a fix that should address the issues you have been experiencing. I pulled up your accounts and see you haven't experienced any 11101 errors since then. Can you please let me know if this issue is resolved?

Thanks!

Rachel

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Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi captainwilson - 

 

I've private messaged you.

 

Thanks!

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

My username and password works with the other xfinity apps on my android but i cannot sign into the home security app. Has something changed recently?  How do I fix this?

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi pokeetoes - 

 

I'd like to confirm the email address you are using to sign into the mobile app.  I will private message you.

 

Thanks,

 

Rachel


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New Poster

Re: Cannot sign into Mobile Home App Error 11101

I'm having the same issue, error message 11101 and only after I've updated the app for android. What is the fix?
Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi BT6 - 

 

I pulled up your account & am opening a ticket on your behalf.

 

Thanks,

 

Rachel


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New Poster

Re: Cannot sign into Mobile Home App Error 11101

hey captain Wilson, why don't you tell everyone what the deal is ?we all have the same freaking problem  ! whats with the private message ? 

New Poster

Re: Cannot sign into Mobile Home App Error 11101

what a bunch of bullscat. I don't have all day !just fix your freaking app.

New Poster

Re: Cannot sign into Mobile Home App Error 11101

Can't login. Error 11101. Please fix
Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi IRjames2 - 

 

I private message users when I have to confirm or provide sensitive account information that I can not post publicly.

 

I pulled up your account & am not seeing any 11101 errors.  Can you please give me a little more detail regarding the issues you are experiencing?

 

Thanks,

 

Rachel


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Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi Eloijacinto - 

 

I pulled up your account & am opening up a ticket on your behalf.

 

Thanks,

 

Rachel


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Problem Solver

Re: Cannot sign into Mobile Home App Error 11101

Comcast...why not instruct your telephone support personnel how to fix these issues when called?.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi Rjmmoon - 

 

Troubleshooting information is relayed to the different tiers of telephone support.  Posting on the forums is just another way to access help for customers who may not want to call in.

 

Thanks,

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

I'm having the same problem for a few days now.  Please help.

Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

Where do I find the solution?  I clicked on the link that says "go to solution" but it just takes me to my original post.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamaria45 - 

 

I pulled up your account and see you're receiving these 11101 errors when using WIFI.  I'd like to investigate further.  The next time you receive this error, please try connecting to any website using your phone's browser.  

 

Thanks,

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

 

i got the error again when logging in.  I can connect to the internet on my phone browser like you asked.  What should I try next?

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

theresamarie45 - 

 

We're trying to replicate the issue on our end.  Did you try clearing the apps data in your phone's settings?  Can you also try this specific link when you get the error: https://home.xfinity.com/assets/blank.gif

 

This will tell us if your phone is reaching our services.

 

Thanks,

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

The link you sent is a picture.  How will that help?  Plus I am viewing the forums on my computer and the problem is on my phone.  How am I supposed to get to the link?

Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

I typed the link into my phone and the picture came up.  This was right after error.  What is next? 

New Poster

Re: Cannot sign into Mobile Home App Error 11101

Okay, so the error 11101 login error occurs when I try to login to my xfinity home app using WIFI, WHY???????  I can login using the xfinity home app if I switch to DATA on my phone, WHY???? The whole point of using WIFI on one's phone is to avoid using one's data plan when WIFI is available.  So, is this a WIFI router issue does a port need to be forwarded or opened or is it a phone WIFI issue ???? Please tell these folks how to fix the WIFI issue with this app.  If I do not see a fix posted on this forum I will post it myself when I find out what is causing it.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamarie45 - 

 

By going to that specific xfinity home link on your phone's browser, we're able to tell that your phone is able to reach our services.

 

We are actively looking into this issue on a broader scale & appreciate you going through these steps to help troubleshoot.  We're trying to reproduce this issue with the same model router you're using.

 

Are you only experiencing this issue on your home WIFI?  Do you ever experience this when on other WIFI networks?  I also see activity from multiple devices on your account - are you experiencing this issue on both devices?  Are you able to use other apps successfully (ie. facebook or instagram)?

 

Thanks,

 

Rachel


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Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi REMmagic1 - 

 

We are actively looking into this issue on a broader scale.  I am pulling your router information.

 

Thanks,

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

I have experienced the same issue on other WIFI networks including my work networks.  And even though I check the box to keep me logged in, I have to enter my information as if it's new.  It does not seem to matter whether I am connected to the xfinity WIFI or me home WIFI.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamarie45 -

 

We're still looking at this issue on a broader scale.  We believe to have found the root cause & are working on a fix.  In the meantime, could you try rebooting your phone, making sure you are connected to WIFI and then launching the app?  Please let me know if this helps.

 

Thanks,

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

I rebooted my phone, am connected to WIFI and got the same error.  I got a different error today at work on a different network.  It started with a 43 or 46.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamarie45 & REMmagic1 - 


We have released a fix that should address the issues you have been experiencing. I pulled up your accounts and see you haven't experienced any 11101 errors since then. Can you please let me know if this issue is resolved?

Thanks!

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

I still had this same issue last night.  Very frustrating.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi pokeetoes - 

 

I pulled up your account & would like to open a ticket on your behalf.  I think a tech reaching out to you would be the best way to resolve the issues you are experiencing.

 

Thanks!

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

Seems to be working so far.  Thank you!

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

theresamarie45 - 

 

Awesome!  Please reach out to me if you have any further questions or concerns!

 

Thanks!

 

Rachel


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

Of course as soon as I said all is good it happened again last night.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamarie45 - 

 

While we did correct the larger issue, it looks like your account is still experiencing 11101s.  I am bringing this issue to the right team for investigation & will follow up with you.

 

Thanks!

Rachel


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New Poster

Re: Cannot sign into Mobile Home App Error 11101

Thanks ComcastRacheIH, it seems to be working on at least one of my home WIFI network connections.  The other WIFI that is not working doesn't give me a 11101 error, it just gives me a message stating that "We seem to be having a problem loging you on.  Please try another network connection."

New Poster

Re: Cannot sign into Mobile Home App Error 11101

So this hot fix should be cascaded to these other folks if they can login using their Cell phone data connection.

Frequent Visitor

Re: Cannot sign into Mobile Home App Error 11101

Hi.
I just deleted my old XH home app from the play store for samsung galaxy 5 and then reloaded iy with the new one. It seems to working great now. It even keeps my login information, which it was not doing before. I can access my cameras correctly and my thermostat. So try reinstalling the XH app for adnroid, they must have fixed it. Furthermore, it works both on wifi and without wifi equally the same.

Thank you Xfinity for finally fixing this annoying problem
Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi jascoman - 

 

Our app team has been actively working through a number of issues to improve performance of the Xfinity Home mobile app.  Thanks for letting us know the app is working well for you now!  We appreciate your input.  

 

Rachel 


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Regular Visitor

Re: Cannot sign into Mobile Home App Error 11101

I no longer am getting the error code but am not able to login from wifi.  It just sends me back to the login screen and never saves my information even though I always check that box to keep me logged in.  I have been able to login if the Xfinity wifi is available sometimes.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi theresamarie45 -

 

I apologize for the frustration that this is causing.  Again, our engineers have been and continue to actively work on this issue.  I will provide updates to the pinned message at the top of this forum as they become available. I apologize for the inconvenience and thank you for your patience.


 

Thanks, 


 

Rachel


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New Poster

Re: Cannot sign into Mobile Home App Error 11101

Rachel H...you have been saying this for 3 days now. I am a Comcast employee & a customer of Xfinity Home & I'm frustrated. You can't keep telling people that you're working on it and thanks for your patience. After 3 days of that people are tired of hearing it. Can we please have a real engineer put a real update out here. This is now beyond ridiculous. I truly hope we as a company are going to do the right thing for the "customer experience" & compensate customers. 

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi ccook0322

 

I apologize for the frustration that this has caused.  We’ve been able to restore service. If you’re still experiencing issues, please PM me, but we expect that users will regain functionality. We’re continuing to work the issue and will post an update if we encounter additional service interruptions. 

 

Thanks,

 

Rachel


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New Poster

Re: Cannot sign into Mobile Home App Error 11101

Sorry haven't bothered with trying for a while I had given up on the app.  But I just tried it and it is now working with me logging on using my WIFI thanks.

Official Employee

Re: Cannot sign into Mobile Home App Error 11101

Hi REMmagic1 -- 

 

Thanks so much for reaching back out & letting me know.  I'm glad the app is working for you.  Please feel free to post again if you need any further assistance.

 

Thanks,

 

Rachel


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