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xfinity home app not working

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Message 1 of 10
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my xfinity home app will not stay connected to my iphone 6.    ii have uninstalled and reinstalled the app 4 times.  i have updated to IOS10 on phone.   If I reboot my phone b4 I want to use the app it will connect but will not stay connected and then becomes unuseable.   Any suggestions

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Posted by
Official Employee

Message 2 of 10
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Solution

Hi mgarrett6 -- 

 

I pulled up your account & looked into some of the app activity.  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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9 REPLIES
Posted by
Official Employee

Message 2 of 10
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Solution

Hi mgarrett6 -- 

 

I pulled up your account & looked into some of the app activity.  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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Posted by
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Message 3 of 10
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As of this date, Sep 28, I have not received any communication from a tech

Posted by
Official Employee

Message 4 of 10
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mgarrett6 -- I pulled up your account & see your ticket.  I see a tech was able to reach you today.




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Message 5 of 10
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The tech called and unless we remove IOS10 from our iphone and reinstall 9.3.5 they cannot help us . HOWEVER, the problem was occuring before I upgraded to IOS 10.     So,,,problem not solved and reinstalling 9.3.5 is way beyond my capabilities.  So for now your home security app is not functioning for us.   I'm very frustrated

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Message 6 of 10
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I'm having the same issue as previously reported: app stalls with the three dots.
I have confirmed the touchscreen is connected and working.
Posted by
Service Expert

Message 7 of 10
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mgarrett6 wrote:

The tech called and unless we remove IOS10 from our iphone and reinstall 9.3.5 they cannot help us . HOWEVER, the problem was occuring before I upgraded to IOS 10.     So,,,problem not solved and reinstalling 9.3.5 is way beyond my capabilities.  So for now your home security app is not functioning for us.   I'm very frustrated


The app works with all my iOS 10 devices and my Android tablet.  Can you log on to your Home account with a computer?

 

https://home.xfinity.com/




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I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
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Posted by
Official Employee

Message 8 of 10
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Jdtowne -- 

 

Thanks for reaching out.  I pulled up your account & believe I found the source of the issue.  Can you please try signing in again & let me know if you are successful?

 

Thanks!

 

Rachel




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Message 9 of 10
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Rachel,

What ever you did worked!

Thank you!!

Julie
Posted by
Official Employee

Message 10 of 10
571 Views

Awesome!  Happy to help.  Please reach out if you need anything in the future!

 

Rachel




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