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Error code 11311 home app

New Poster

Error code 11311 home app

I posted to the play store rating for issues i was having with the app.error code 11311.I left, armed the alarm from the app in front of my house. When I came back, and in the same spot I tried to disarm the system and got the code (11311).I went in and disarmed it. However the app still showed it as armed away even though I was sitting in my house looking at the touchscreen(which showed it as disarmed).I uninstalled and it still showed armed away three times, then dumped cache and even dumped data along the way.Also from the app i get random 11311 code when manipulating the lights. I have a child who goes to school and We arm and disarm for her cause she has issues doing it herself.It would be great if it would work as it should.It eventually went back to disarmed on the app I am not sure how I got sick of messing with it.Later that night for sh its and giggles I looked at it and it was working,well displaying the correct status.

Official Employee

Re: Error code 11311 home app

Hi vitom - 

 

Thanks for reaching out.  I've pulled up your account & am opening a ticket on your behalf.

 

Thanks,

 

Rachel




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New Poster

Re: Error code 11311 home app

What does that mean? Are they going to fix it? Now I am getting code 43403.and nothing loads.is the reply like smoke.it's getting worse.I sees all the people in here having nothing but problems and Comcast keeps cashing the checks.joke system
New Poster

Re: Error code 11311 home app

I am having the same problem!  Please resolve this, I still have 28 days to cancel this service.  This system has too many errors!

New Poster

Re: Error code 11311 home app

Having the same issues since last night. Cannot arm, disarm or switch lights from app.

Official Employee

Re: Error code 11311 home app

Hi vitom - 

 

I've opened a ticket for you with all the information you provided, plus account information so a tech can reach out to you directly to troubleshoot this issue.

 

Thanks,

 

Rachel




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Official Employee

Re: Error code 11311 home app

Hi Khuyen -

 

I have pulled up your account & don't see any activity in the app since 11/12.  I also don't see any 11311s at all from my end.  Can you provide a little more information on the issue you are experiencing?  

 

Thanks!

 

Rachel




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Official Employee

Re: Error code 11311 home app

Hi CandK - 

 

I've pulled up your account & have opened a ticket on your behalf.  A tech will reach out to you directly to troubleshoot this issue

 

Thanks!

 

Rachel




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New Poster

Re: Error code 11311 home app

Hello - I'm experiencing the same issue here with both of my thermostats. I get the 11311 error each time I try to remote access. Things worked great for the first few weeks, but not for the past month or so. I would appreciate if you would open a ticket for me. Thank you.
New Poster

Re: Error code 11311 home app

Same problem here. This app is the worst. I've had my touchscreen replaced and it was fine for awhile. Back to same old problem. About done and time to switch to different security provider!!!
New Poster

Re: Error code 11311 home app

Same problem
New Poster

Re: Error code 11311 home app

Same problem. App thinks the system is disarmed, but is actually armed. System is a. Disaster!!
Contributor

Re: Error code 11311 home app

Same issues. 

Official Employee

Re: Error code 11311 home app

We have recently experienced an issue that is causing errors for customers on the Xfinity Home mobile app.  Users may see the following errors: 11311, 43500, 45408 or broadband/touchscreen offline errors.  We are working to restore service as soon as possible.

 

Thanks for your patience.

 

Rachel




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New Poster

Re: Error code 11311 home app

I am seeing this 11311 on thermostat since day 1. Hit and miss. It's annoying.

What was the solution.
Official Employee

Re: Error code 11311 home app

Famgarcia -

 

We recently experienced an issue with the Xfinity Home mobile app.  We’ve been able to restore service. Can you please let me know if you are still experiencing this issue?  

 
Thanks,
 
Rachel



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Frequent Visitor

Re: Error code 11311 home app

Rachel I have the 11311 error on my lights and my thermostats. Is there a solution to this? It's making the app unusable
Problem Solver

Re: Error code 11311 home app

I have the same issue this evening!

Frequent Visitor

Re: Error code 11311 home app

I spoke to soon I had the error code. 11311 and now it has stopped loving me in. but hub works. it and off and on type of problem
New Poster

Re: Error code 11311 home app

I'm having the same problem, error code 11311. This app is just terrible as I have at least one problem getting into my own house using it per week.

If so many people are having these issues, yours think xfinity would have a global solution by now...

Has anyone been able to get this thing working?
New Poster

Re: Error code 11311 home app

I get the same error code 11311 every single time I try to change the thermostat through the Xfinity Home app. Been happening for a while now. How can I fix this?
New Poster

Re: Error code 11311 home app

I've been getting this error for the last few days as well. Not only on the app but also the website. Very frustrating. 

Official Employee

Re: Error code 11311 home app

Hi Monito919 - 

 

I'd like to open a ticket on your behalf so a tech can reach out & work with you directly.

 

Thanks,

 

Rachel




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New Poster

Re: Error code 11311 home app

I'm experiencing the same problem on a system that was installed on Monday.  Not happy.

Official Employee

Re: Error code 11311 home app

Hi ruffingit -

 

I apologize for the frustration that this has caused. We recently experienced an issue that would result in errors for users like you've described.  We’ve been able to restore service to the Xfinity Home mobile app. If you’re still experiencing issues, please PM me so I can troubleshoot with you directly, but we expect that all users will regain functionality.

Thanks,

Rachel




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