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Xfinity home app stops connecting after one use

Contributor

Xfinity home app stops connecting after one use

IOS 10 and latest xfinity home app.  I use it once to connect to my home system and all is fine.  Next time it won't connect.  After I reboot the phone, all is well.  Any ideas?

Official Employee

Re: Xfinity home app stops connecting after one use

Hi dbarton291 -- 

 

Thank you for reaching out!  I've already opened up a ticket on your behalf addressing the issues in both of your recent posts.  A tech should be reaching out to you directly to troubleshoot!

 

Thanks!

 

Rachel




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Regular Visitor

Re: Xfinity home app stops connecting after one use

I have the same problem.  Nothing works but rebooting my phone and then only stays connected for a short time.

Official Employee

Re: Xfinity home app stops connecting after one use

Hi mgarrett6 --

 

I pulled up your account & looked into some of the app activity. I responded to you on your other thread, but would also like to mention here -- I'd like to open a ticket on your behalf to get this issue addressed. A tech should reach out to you directly for troubleshooting.

 

Thanks!

 

Rachel




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New Poster

Re: Xfinity home app stops connecting after one use

We have a simialr problem. When we try and log on, we're fine, but we have ne laptop and ne cell phone we keep gettting a message that says 

 

            Something's not right here
We are having trouble adding this device to your account.
Please call 1-800-XFINITY and mention error 11700.
(Error xacsa.provision.11700: Error)

 

We log out, we clear caches, search history, etc and still nothing.

 

Any ideas?

 

Thank you, Ellis

Contributor

Re: Xfinity home app stops connecting after one use

Haven't heard a thing back yet.

New Poster

Re: Xfinity home app stops connecting after one use

I am having the exact same problem on two differnet iphones with ios10. After reboot the connection

works once but soon after trying to use it cannot connect. Tried with wifi and LTE. Very annoying.

Contributor

Re: Xfinity home app stops connecting after one use

Somebody from Comcast called last evening when I could not answer the phone and did not leave a message.

Contributor

Re: Xfinity home app stops connecting after one use

Come on, Comcast.  I just got an automated call.  I replied the issue was not fixed and wanted to talk to a technician.  Then it started asking me the seven digit extension of who I wanted to speak with.  I have no idea. Then I was put on hold for six minutes.  I am a director of customer service for a manufacturer of a drivetrain component.  Do you need me to do some consulting on customer service for Comcast?

Contributor

Re: Xfinity home app stops connecting after one use

Still nothing.

Official Employee

Re: Xfinity home app stops connecting after one use

dbarton291 --  I apologize for the frustration this must be causing.  I pulled up your ticket & see a tech has reached out to you today to work this issue.




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Contributor

Re: Xfinity home app stops connecting after one use

Yes,  a nice young lady did call and it sounds like the engineers are working on the issue.

New Poster

Re: Xfinity home app stops connecting after one use

same issue!!  how  did you fix it

Contributor

Re: Xfinity home app stops connecting after one use

I don't know that it is completely fixed.  She said they were having a server issue as well as an issue with the iphone IOS10.

 

What I have been doing is double click the home button on the iphone and closing the Xfinity home app by swiping up on the image of the app that appears.  That closes the app from running in the background and I don't have to restart the phone.  It seems to be working.

She did say they expected an update to be published for the app sometime soon.

Contributor

Re: Xfinity home app stops connecting after one use

Looks like I'm connecting to the system OK now.  Still have the issue with the app not being able to turn off a motion sensor but that's being worked on.