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I would like to validate that you are using the app we currently have in the app store that is not associated with our 'Comcast Labs' version of the app. The easiest way is to make sure you have a black icon for the app (instead of a white).
Correct it is the black one. I have deleted it and reinstalled it several times as well as turned my phone off. I am running the most current IOS version 7.1. I continue to get this message. "We have encountered an error, please try again. Error code 23008".
You must be a XFINITY Home subscriber to use this app. For more information about becoming a XFINITY Home subscriber, please click the link below for more details:
Really? Like I would be trying to use this app if I wasn't an xfinity home subscriber. I have the full plan from cameras, to lights and thermostats. My continued problem is that this app update won't let me log in.
Can you private message me the log-in that you are trying to use to sign in with.
To send a private message, please click the envelope near the top-right hand corner of the screen and put ComcastJoe is the "Send To" field under the "Compose New MEssage" tab.
Please do not send me your password.
My iPhone updated also and now I can't view the live camera any more. I get a playback live video error 13999. Kinda defeats the whole purpose of viewing my home camera while I am away.
Can you please tell me if your iPhone was connected to your home wi-fi or cellular network (3g, 4g, LTE, etc) when you attempted to view the cameras?
If you experienced this error while connected via your home wi-fi, can you please while on a cellular network.
We're actively investigating your camera issue & this information will help us troubleshoot.
Ok. I turned off the wi-fi and was able to view the camera. Thank you for that info. Can you tell me why this is happening? Also, my sister who has a HTC Rhyme cannot view any video clips. She get an error that says: Unable to download video. This happens with or without the wi-fi on or off. However, she can view the camera, just not videos from earlier in the day. Thanks!
Thank you for this information. We are still working to identify the root cause of your camera/wifi issue & this information is extremely helpful.
I apologize for the inconvenience & please know that we are working hard to have this fixed as soon as possible.
Seperately, we will investigate the issue your sister is experiencing on her HTC Rhyme. Would you happen to know the version of the application (found on the Sign-In screen) & the version of the Android operating system she's running on her phone?
I have the same problem as earlier noted: No camera display on new mobile app (ios latest version on iPhone 5 and iPad gen 3) when using wifi. LTE seems to work OK. I've rebooted cameras, rebooted security system router, rebooted system touchscreen, rebooted iphone 5, and rebooted iPad. Still, no camera display on wifi.
I'm not giving out my login id. Can't you look up what error code #23008 is and go from there?
Our team has looked into your logs and have seen successful activity over the last few days.
Are you still having problems logging in? If you are, we would like to know what log-in you are using to make sure we are looking at the correct one.
We have identified a defect in the latest app update which prevents users (with a certain model Touchscreen) from accessing cameras when on the home wifi network. A fix for this will be included in the next maintenance release, which should be available within 1-2 weeks.
In the interim, if your mobile device has a cellular connection, you may switch from your home wifi network to a cellular network to view cameras.
I apologize for the inconvenience & truly appreciate the feedback you provided in this forum. The information you provided was instrumental to helping us identify & fix this defect. Thanks again.
Hi arlenemarie - Can you please tell me if your sister using the same account as you or does she have a separate Xfinity Home account? If she has a separate Xfinity Home account, can you please private message me her Comcast email address, so we can double-check to make sure that videos are being saved properly on her account? Thank you.
Motownwv - Can you please try logging into www.comcast.net? Please let me know if you're able to login. If that does work for you, can you please tell us whether you're prompted to update your profile to include a security question/answer?
Thank you for your patience as we attempt to troubleshoot this issue.
still cannot access cameras from my mobile device with the app. Really disappointed when the commercials are on tv that show the accessibility that is not there. Even LTE connection doesnt work. cameras are on home unit.
I want to make sure I completely undertsand the issue you're experiencing.
Did you just start to experience this with the updated mobile app? Are you able to view cameras from the touchscreen and/or web portal (www.xfinityhomesecurity.com)?
Finally, are you also unable to access cameras even when your mobile device is connected via cellular (LTE)?
For users (with a certain model Touchscreen) experiencing the issue where you cannot access cameras when on the home wifi network, a new maintenance release is now available from today from the App Store (Ver 5.4.8) - please download the latest update, and let us know if you're still experiencing any camera issues.
Thanks for your assistance in letting us trouble-shoot and resolve these issues.
Still unable to access cameras on wifi network. I am able to access from 5g. I updated the app May 15. I also remember the very first app being able to zoom in on the pics on my phone. could we get that back also?
oops the cameras came up after a few minutes. seems app is fixed for wifi. Can we get a pic that I can zoom in on my phone? I bet its just the type of picture designation.
Can you please try logging in with your other Comcast username? We are looking into an issue where this version of the app does not allow multiple usernames to log in. It could be that the username you are using is not the primary for our system.
Please try using your primary Comcast account to login to the app: xp7wp9w.
The account your home security system is linked to (4hrfbemw) no longer exists. I am opening a ticket so someone can help you.
A Comcast representative will be contacting you via phone soon.
Can you please describe to me what you are seeing? Do you get an error code? When was the last time you experienced the problem? What version app do you have?
Can you please go to the settings in your app and let me know what version app you have?
Thanks. When was the last day you logged into the app?
same here. we got a new modem/router combo from comcast and we cannot arm/disarm or view the camera on our cellphones if we are away from the house. sort of defeats the purpose. everything was working fine with the old modem. the person at the help desk just kept wanting to reset the touchpad. i kept telling her that the touchpad wasn't the problem...its the app/modem/router.
Can you tell me what the new modem/router combo models are?
We have the Netgear router that the Comcast installer put in when he installed the Home Security and we just got a new modem/router combo that has the Xfinity name on it. I wonder if we need a tech to come out and check the connections......
Please check your private messages.
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