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Error Message 11311

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New Poster

Error Message 11311

I am trying to disarm my alarm from my mobile app and keep getting An Error occurred while attempting to change your system status (11311)....what does this mean and can this be fixed as I need to use the app?

Accepted Solution

Re: Error Message 11311

Hi FlannerIrish - 

 

I've pulled up your account & have opened up a ticket on your behalf to investigate the source of your error.

 

Thanks, 

 

Rachel

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Official Employee

Re: Error Message 11311

Hi mercysamuel - 

 

I pulled up your account & see you are no longer receiving this error.  Are you still experiencing this issue?

 

Thanks,

 

Rachel




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New Poster

Re: Error Message 11311

I am getting the same code and can't arm my alarm
Official Employee

Re: Error Message 11311

Hi FlannerIrish - 

 

I've pulled up your account & have opened up a ticket on your behalf to investigate the source of your error.

 

Thanks, 

 

Rachel




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Regular Visitor

Re: Error Message 11311

I am getting the same code. My husband and I are unable to arm the alarm using the app and I just tried multiple times through the website with no luck. The error message I am receiving is below. 

 

"An error occurred while attempting to change your system status [11311]"

 

Help please!

New Poster

Re: Error Message 11311

I'm getting the same 11311 error when trying to arm and disarm the alarm. Tried unplugging the Netgear router but no luck. Please help!
New Poster

Re: Error Message 11311

I am getting the same error message. And I can't see my cameras, or change my thermostat on the mobile app, only the touchscreen unit.

Help please!
New Poster

Re: Error Message 11311

I'm getting the same error and can't see my camera.  

New Poster

Re: Error Message 11311

I am getting the same error message. I cannot arm or disarm my alarm from my app.
Regular Visitor

Re: Error Message 11311

I'm also getting the 11311 error, can't control lights, can't see cameras and text alerts are hours late. This just started today. Obviously a wide spread issue since there are many reports of this over the last several months. Any solution other than the same Xfinity response of issuing a ticket? Has anyone actually had the issue fixed?
New Poster

Re: Error Message 11311

I too, am having the issue of not being able to arm my alarm or view my camera. I just had Xfinity Home installed last week and am seriously regretting the decision. Especially since I see this has happened multiple times before. 

 

Last night I thought it was just an issue with my system but to see that this happens periodically across their customer base is even more of a concern. Had someone broken into my home, there would have been NO help from the company I am paying. I believe I'll be cancelling this service and switching back to an established home security provider. 

 

I attempted for HOURS to reach someone and was unable to both overnight and this morning. That's complete incompetence.

Official Employee

Re: Error Message 11311

nephele4, Michaelmax13, Tmbeck, jrfiete, irenepleaure624, MikeRo4, avanti404 - 

 

We're currently experiencing an issue that is affecting the Xfinity Home Mobile App & Subscriber Portal.  Our engineers are actively working on restoring full App & Portal functionality.  I am adding your names and accounts to a ticket to confirm your issues are resolved once we've issued a fix. I will provide updates as they are available.  I apologize for the inconvenience and thank you for your patience.
 
 


 

Thanks, 
 

 


Rachel




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New Poster

Re: Error Message 11311

Please add my account to the list of people experiencing this problem of error 11311. Thank you.

BTW new Home security customer...and so far NOT happy with what I'm paying for.

Official Employee

Re: Error Message 11311

Hi cckat26 - 

 

Our engineers have been and continue to actively work on this issue.  When resolved, App & Portal functionality will be restored & nothing will be needed to be done on your end.  I will provide updates to the pinned message at the top of this thread as they become available.  I apologize for the inconvenience and thank you for your patience.

 

Thanks,

Rachel




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Regular Visitor

Re: Error Message 11311

Any word on this issue? I can't even access the app anymore. This is ridiculous...

Official Employee

Re: Error Message 11311

Hi nephele4 - 

 

I apologize for the frustration that this has caused. We’ve been able to restore service. We’re continuing to work the issue and will post an update if we encounter additional service interruptions.

 

I've pulled up your account & see successful app activity.  Are you still experiencing issues?

 

Thanks,

 

Rachel




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New Poster

Re: Error Message 11311

I've been getting this as well for the past few days.  The only way I could arm/disarm was by keypad or touch pad.  Neither cell phone or tablets worked.  Tried this morning and got the 13111 error but it armed anyway.  Bizarre.

New Poster

Re: Error Message 11311

When is this issue going to be fixed? I have been getting this for a week and when calling support all I get is "we're working on it"

New Poster

Re: Error Message 11311

From what I've read, this issue with the xfinity app has been going on for a while.  Wish I had known that before I decided to sign on.

New Poster

Re: Error Message 11311

I also often get the 11311 code. Now I'm not able to disarm my system today. Please help. This is ridiculous.
Official Employee

Re: Error Message 11311

Hi Heath1 - 

 

I am opening up a ticket on your behalf.  

 

Thanks,

 

Rachel




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New Poster

Re: Error Message 11311

Everytime I attemp to use the mobile app to change my thermostat I get the 11311 error.
Official Employee

Re: Error Message 11311

Hi twl1029 -- 

 

Thanks for reaching out.  I've pulled up your account & see the 11311 errors on my end.  I'd like to open a ticket on your behalf so that a tech can reach out to you and work with you directly to resolve this issue.

 

Thanks!

 

Rachel




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