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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?
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Hi mercysamuel -
I pulled up your account & see you are no longer receiving this error. Are you still experiencing this issue?
Hi FlannerIrish -
I've pulled up your account & have opened up a ticket on your behalf to investigate the source of your error.
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 "
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.
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.
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.
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.
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?
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.
Hi Heath1 -
I am opening up a ticket on your behalf.
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.