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Thermostat error code 11311

Frequent Visitor

Thermostat error code 11311

My iPad or phone gets error code 11311 when trying remote into my thermotat to adjust temperature. Also time is incorrect on my thermostat. Anyone else having similar problems? TIA

Accepted Solutions
New Poster

Re: Thermostat error code 11311

We are also getting the same error.

Please add us to the support ticket list.
Thank you.

All Replies
Regular Visitor

Re: Thermostat error code 11311

I am getting the same error as well, with both thermostats.

Frequent Visitor

Re: Thermostat error code 11311

Comcast technician came out on 11-24-14. He tried everything but could not get the problem resolved. He wanted to install a new thermostat but he could not delete the the old thermostat from the xfinity tablet. Also, we noticed that the incorrect time is on the thermostat even though the tablet shows the correct time and anytime we change the temperature on the tablet it takes a long time to set and sometimes we get an error saying it did not set try again. He made several calls to high level support but they were not able to figure it out. So basically, the only way to set the temperature is by using the actual thermostat. Comcast Larry any recommendations to this problem? Thanks
Frequent Visitor

Re: Thermostat error code 11311

everyday almost everytime

 

Official Employee

Re: Thermostat error code 11311

Hi chaplainskip - 

 

I am opening up a ticket to help you get this resolved.  Someone will be reaching out to you shortly.

 

Thanks,

Rachel

Contributor

Re: Thermostat error code 11311

Hi Rachel, I am getting the same error code ( 11311 ) when trying to disarm my system from the app, can you help me too? Thanks
Official Employee

Re: Thermostat error code 11311

Hi Gfv70 - 

 

I have opened up a ticket on your behalf to help get this issue resovled!

 

Thanks!

 

Rachel

Contributor

Re: Thermostat error code 11311

Thanks!
Regular Visitor

Re: Thermostat error code 11311

I am having this issue again with the one thermostat. Please add me to the ticket?
Contributor

Re: Thermostat error code 11311

Just wanted to say, just got a call from a Comcast guy from Denver, great guy, helped me out with the quickness, my app works great. Thanks to all, Comcast/xfinity is the best, best product, best service!
Official Employee

Re: Thermostat error code 11311

Gfv70 -   Happy we were able to get this resolved for you so quickly!

 

mholmes205 -  I will look into your account & open up a ticket shortly.

 

Thanks!

Rachel

New Poster

Re: Thermostat error code 11311

Hello I am having the same issue please help
Official Employee

Re: Thermostat error code 11311

Hi HisFavor - 

 

I've opened a ticket on your behalf.  

 

Thanks!

Rachel

New Poster

Re: Thermostat error code 11311

Thank u
Official Employee

Re: Thermostat error code 11311

Hi HisFavor - 

 

A technician has reached out to you via phone to help you troubleshoot this issue.

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

Having the exact same problems.  Connections to lights, thermostats, cameras etc are in and out (usually something is not working)

New Poster

Re: Thermostat error code 11311

Error code 11311 same problem. I don't see any solutions posted? Please advise
Official Employee

Re: Thermostat error code 11311

Hi ternbridge & skilley -- 

 

I have opened tickets for you both.

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

We are also getting the same error.

Please add us to the support ticket list.
Thank you.
Official Employee

Re: Thermostat error code 11311

Robin12265 - 

 

I have opened up a ticket on your behalf.

 

Thanks!

Rachel

New Poster

Re: Thermostat error code 11311

Problem still not resolved. Have deleted and re-added thermostat
New Poster

Re: Thermostat error code 11311

Hello, 

 

A ticket was opened for the issues that we are having. Pluse the app had an update on May 28th.  This thing is still not working properly.  Discouraged and disappointed.

New Poster

Re: Thermostat error code 11311

Hello. I'm having the same issue tonight while I try and turn my lights on. Can someone please add me to the list. 

Official Employee

Re: Thermostat error code 11311

MrMayface - 

 

I have private messaged you.

 

Thanks!

 

Rachel

Official Employee

Re: Thermostat error code 11311

Hi HisFavor & skilley -- 

 

I have private messaged you both.

 

Thanks!

 

Rachel

Problem Solver

Re: Thermostat error code 11311

Rachael, why private messages? Why can't others benefit from what you do to to resolve these issues?
Official Employee

Re: Thermostat error code 11311

Hi Rjmmoon - 

 

I private message users when I have to discuss account information that can not be posted publicly on the forums.  I also open up tickets so a technician can call them directly to troubleshoot.

 

Thanks!

 

Rachel

Problem Solver

Re: Thermostat error code 11311

It would also be helpful if you could post results of some of the problems you have fixed, so that others can learn from those experiences! Thabks
Official Employee

Re: Thermostat error code 11311

Rjmmoon -

 

I am working to get these issues resolved & will provide results if they will help other posters.

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

posted on 6-1 and still nobody has contacted me.  Am I waiting for a phone call, email, or?????

Thank you,

Robin

New Poster

Re: Thermostat error code 11311

i have no idea what a private message is. Have not heard back from Comcast..this is worhtless

Official Employee

Re: Thermostat error code 11311

Hi Robin12265 - 

 

We are sorry for the delay.  One of our technicians should be reaching out to you via phone.

 

Thanks!

 

Rachel

Official Employee

Re: Thermostat error code 11311

Hi Skilley - 

 

Private Messages on this forum can be accessed in the upper right corner by clicking on the icon that looks like an envelope.  When you have unread messages, this icon will also include a red circle.

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

I'm having same problem can't disarm and cameras won't work or can't use lights. This app is horrible nothing but problems. Can someone fix this or tell us how?? About to ditch xfinity
New Poster

Re: Thermostat error code 11311

Hi, I'm having the same problem with error code 11311 with xfinity home app. Can somebody please help me.
Official Employee

Re: Thermostat error code 11311

Indyboywilliam & Lesley123 - 

 

I have opened tickets for the both of you.

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

I am also receiving this same error code and the activity is not updating on phone app
New Poster

Re: Thermostat error code 11311

Hi, I'm having the same problems, did you get it fixed and how?  Appreicate your help.

Thanks

 

Cindy

Official Employee

Re: Thermostat error code 11311

CandRparker - 

 

I've opened a ticket to investigate.

 

Thanks!

Rachel

Official Employee

Re: Thermostat error code 11311

Hi Skilley - 

 

I want to follow up with the ticket created for you.  I see that our techs have been trying to reach you.  I am no longer seeing any 11311 errors for your account.  Are you still experiencing this issue?

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

Rachel,

 

My wife and I have been receiving 11311 errors as well and the thermostat schedule is not working. Is there a way to reboot the system to help with this?

 

With Warm Regards,

 

David 

Regular Visitor

Re: Thermostat error code 11311

I am having the 11311 error again.

Can I please have another ticket opened for this?

Thanks!
Official Employee

Re: Thermostat error code 11311

Hi David -- 

 

I pulled up your account & believe the best way to get this resolved is to open up a ticket on your behalf so a tech can reach out to you directly.  I will also follow up with you on the forums to make sure this issue gets resolved.

 

Thanks,

 

Rachel

Official Employee

Re: Thermostat error code 11311

Hi mholmes205 - 

 

I opened up another ticket for you so we can figure out what is going on.

 

Thanks,

 

Rachel

New Poster

Re: Thermostat error code 11311

I am getting the same error code 11311 and unable to disarm my alarm from the xfinity app and website on my phone please assist! Thanks!
Official Employee

Re: Thermostat error code 11311

Hi tarasia7 - 

 

I've opened a ticket on your behalf to investigate the source of your error.

 

Thanks!

 

Rachel

New Poster

Re: Thermostat error code 11311

I am having the same issue,  Error code 11311 whenever I try to set the thermostat from my phone, also clock is wrong on thermostat. Please help, new to comcast and extremly frustrated has been a horrible expierence so far. 

 

David 

Official Employee

Re: Thermostat error code 11311

Hi David - 

 

I've pulled up your account & would like to open a ticket on your behalf so a tech can contact you directly to troubleshoot this issue.

 

Thanks,

 

Rachel

New Poster

Re: Thermostat error code 11311

Thank you. 

Official Employee

Re: Thermostat error code 11311

David - 

 

Of course.  I will also follow up with you here to make sure this gets resolved.

 

Thanks,

 

Rachel