Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,763,673

members

9

online now

1,919,113

discussions

Back to Top

We're having some trouble logging you in

ANSWERED
Highlighted
New Poster

We're having some trouble logging you in

We have Xfinity Homes Security and both myself and my wife are getting this error message when trying to access anything in the Xfinity Home app on out Samsung Galaxy S7 Edges. Tried logging out and back in on both devices. Nothing seems to work. Our Xfinity touchscreen is functioning.
Accepted Solution

Re: We're having some trouble logging you in

4/14/17 UPDATE:

 

This issue is now resolved.

 

Sorry again for your inconvenience amd thank you again for your pateince.

 

-------------------------------------------------------------------------------------------------------

 

Hello everyone,

 

There is currently a known issue and our engineers are working to fix. I will update this thread when we know more.

 

Thank you for your patience and sorry for this inconvenience.

View answer in context
Screenshot_20170411-214205.png
New Poster

trouble logging in

the past few weeks, I have had trouble getting the home security app open (keeps saying "tap to try again" and then freezes), logging in (tells me to try again later), and accessing the app consistently.  We had a false alarm the other day because I couldn't get the app to work. I have upgraded it (and the home system- it shut down after an upgrade came through last week). Not sure what else to try?

Official Employee

Re: trouble logging in

Hi thequeallys - 

 

We recently experienced some issues that have been causing similar issues for users.  We believe to have resolved these issues.  I pulled up your account and haven't seen any errors in the past few days.  Could you please let me know if you are still experiencing these issues?

 

Thanks!

 

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
New Poster

Re: trouble logging in

Hi Rachel,

 

Sorry about the late response, I thought I set it to send me an email if someone replied... didn't check again until today.

 

I am having problems right now accessing my camera ("camera previous would not load" then "connecting to camera" for an extended period, with no connection). The system also logged me out, and wouldn't allow me to try logging back in without closing the app and opening it again.  I also go the "tap to retry" message again this morning.

 

Does this help? It isn't as frequent, but is still occuring.

 

thanks

Official Employee

Re: trouble logging in

Hi thequeallys - 

 

Since you are still experiencing issues, I'd like to open a ticket on your behalf so a tech can reach out to you directly. 

 

Thanks!

 

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Official Employee

Re: trouble logging in

Hi thequeallys -

Our techs have made 4 attempts to reach you & have closed out your ticket.  Please reach out to me if you still need technical support.


Thanks!

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
New Poster

Re: trouble logging in

I am having the same issue " we're having some trouble logging you in " is the error message I'm getting then a try again button I tried while connected to my home WiFi and also unconnected to the WiFi I cleared my cache deleted the app and even reinstalled it I'm not sure what the issue is I like to check my camera often especially arm it from my phone please help me fix this issue
Official Employee

Re: trouble logging in

daezonae

 

We experienced an issue that caused some users to receive errors upon sign in.  We believe this issue to be resolved.  Please try signing in again & let me know if you experience any more errors. 

 

Thanks!

 

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
New Poster

Re: trouble logging in

I haven't been able to log onto my Xfinity home app I get an error for a tells me I have the wrong username and password this is been going on for over a week and I watch my mother on the timer she's very sick and she's homeland I need answers as soon as possible
Official Employee

Re: trouble logging in

Hi Ibf1961 -

 

I pulled up your account & see no app activity since 11/13.  I'd like to confirm the email address you are using to sign in.  I will Private Message you for this information.

 

Thanks!

 

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
New Poster

Xfinity home won't let me log in

It's keeps telling me were having trouble logging in, please try again. I checked my connectivity and everything works except the home security system
Valued Contributor

Re: Xfinity home won't let me log in

Good morning.  We are currently having an issue with our Xfinity Home server that the app connects to.  Systems can still be armed and disarmed from the touchscreen in the home, but the app will not currently allow some users to login.  Sorry for the inconvenience and thank you for your patience as we work through this trouble.




Community Icon
I am a Retired Official Comcast Employee, and I no longer actively support the forum.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Retired Official Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
Retired Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon

Official Employee

Re: Xfinity home won't let me log in

Hi Andersonnaqeed -- 

 

At this time, we believe this issue to be resolved.  Please reach out to us if you are still experiencing any issues & we can troubleshoot with you directly!

 

Thanks!

 

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
New Poster

Re: Xfinity home won't let me log in

Ours won't let us log in from our phones. It tries to connect then goes straight back to the login screen
Official Employee

Re: Xfinity home won't let me log in

Hi melcags -- 

 

I pulled up your account & see successful sign in activity since posting.  Are you still experiencing this issue?

 

Thanks!

 

Rachel




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
New Poster

Re: Xfinity home won't let me log in

I am currently experiencing the same issue. I reset all my equipment and was able to get the home app on my phone to connect once but when I tried it the second time I'm back to we're having some trouble logging you in
New Poster

Re: We're having some trouble logging you in

Same issue, but on iPad and iPhone

New Poster

Re: Xfinity home won't let me log in

Having same issue. I reset password 2 times and still won't let me log in.
New Poster

Re: We're having some trouble logging you in

Same issue on iOS
Regular Visitor

Re: Xfinity home won't let me log in

Same issue here.  Have not been able to log on via my home computer or phone app in about 4 days or so.

 

 

New Poster

Re: We're having some trouble logging you in

We are having the same problem. Following this to see if anyone finds a solution.
New Poster

Re: trouble logging in

It is still broken. Cannot login
New Poster

Re: We're having some trouble logging you in

When you click back, did your email address change? Mine is gmail, but when I click back, the @gmail.com was changed to @comcast.com
Official Employee

Re: We're having some trouble logging you in

4/14/17 UPDATE:

 

This issue is now resolved.

 

Sorry again for your inconvenience amd thank you again for your pateince.

 

-------------------------------------------------------------------------------------------------------

 

Hello everyone,

 

There is currently a known issue and our engineers are working to fix. I will update this thread when we know more.

 

Thank you for your patience and sorry for this inconvenience.




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Tags (3)
Contributor

Re: We're having some trouble logging you in

Seems to be okay now. I know it wasn't working about an hour ago but all is well.
New Poster

Re: We're having some trouble logging you in

Also having the same problem. It started yesterday 4/12 then we were able to log in later in the day. Now again this morning... haven't been able to log in and getting the error message.