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Rik11
Rousing Reactor
Expressive Exchange
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73 Messages

Sunday, July 31st, 2022 3:01 AM

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Device info page won't open

My Xfinity device info page:  https://www.xfinity.com/support/devices  will not load. It used to open, but since I got a new modem a few days ago, I cannot access that page in my account. The other Xfinity pages in my account open fine. I'm using Firefox. I also tried with Microsoft Edge, but that didn't work either. It used to open fine with Firefox until I got the new modem. Now the page won't load. I tried the Xfinity customer support chat but they didn't help at all. They used their usual trick of "It'll be fixed in an hour. Try again then." Any help would be appreciated. 

Question

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Updated 

3 years ago

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EG

Expert

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110K Messages

3 years ago

The concern is not "Xfinity Knowledge Base" related. Thread moved here to the proper help section, and for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance. 

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CCJess

Problem Solver

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323 Messages

3 years ago

Hello, @rik11  I am sorry to hear that you are having trouble accessing this site, I tried the link and I was able to load it up quickly. Do you by chance have Google Chrome on your device, that you can try using the link in that browser? 

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Rik11

Contributor

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73 Messages

@XfinityJessW​  I don't have Chrome, but it's not a browser issue. The page opened fine with Firefox a few days ago with my old modem. If I test the website address (https://www.xfinity.com/support/devices) at the "Is It Down Right Now" site https://www.isitdownrightnow.com , the response I get is:

Forbid. Access to Xfinity.com is declined.

The server doesn't allow access to the page...

(I'd put a screenshot, but if I insert a pic the reply won't be posted for days).

Maybe Xfinity is blocking my access to that particular page for some reason. I'm able to open the other pages on my Xfinity account page, just not the device info page on my account.

3 years ago

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CCGina

Official Employee

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800 Messages

Hmmm, does that Device Info page open if you use private browsing or incognito mode? Have you already tried the ol' "clear cache and cookies" trick? 

 

And was there a specific device you needed to look up on the site? We'll be glad to get you the information needed in the meantime! 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Rik11

Contributor

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73 Messages

Thanks for the reply. Private browsing mode didn't work. Clearing cookies and cache doesn't work. Could it have anything to do with the two step verification Xfinity pushes every time you try to sign in (there's no way to decline the two step verification except for reloading the page).

3 years ago

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CCGina

Official Employee

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800 Messages

I appreciate you trying both of those! The Device Info page should be accessible even if you're not signed in (it's a link we often give to new customers so they know if their owned equipment is compatible with our services). You mentioned that since you got a new modem, that's when the issue started. Is it possible that there is a firewall setting that may be causing it? Another thing that might be good to try is a factory reset, which would change the settings of the modem back to what they would be if it were brand new. 

 

The two-step verification is a bit of a pain, but with so much nefariousness online, we are dedicated to doing all we can to keep our customers' accounts safe! These both have good information about it: 

Enroll in Two-Step Verification for Signing in

Multi-Factor Authentication for Signing in and Xfinity Authenticator Setup

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Rik11

Contributor

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73 Messages

The device info page is not accessible to me when I'm not signed in. The page tells me to sign in.

There's no firewall setting on the modem that would be blocking just that one page. The other pages in my account load.

I'm not going to do a factory reset as the modem is brand new. I couldn't access the device info page when it was at the original factory settings. Factory reset seems to be a standard troubleshooting step given, but in my experience I haven't seen it actually fix a problem.

3 years ago

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BruceW

Gold Problem Solver

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26.3K Messages

3 years ago

If I test the website address (https://www.xfinity.com/support/devices) at the "Is It Down Right Now" site https://www.isitdownrightnow.com , the response I get is: Forbid. Access to Xfinity.com is declined.

The "Is It Down Right Now" site is not reliable. I can reach https://www.xfinity.com/support/devices with no problem, but "Is It Down Right Now" gives me the same response you posted: "Forbid. Access to Xfinity.com is declined". Tools that give you the wrong answer are worse than useless.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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captnemo

Regular Visitor

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12 Messages

@BruceW​ I am having the same problem that you are experiencing. I to have done a self install of my new modem. The old modem was mine too. The device info page worked on the old modem but not on my new improved & comcast approved modem. Everything seems to work but that page won't load for me. Its been about 8 or 9 days since I installed the new modem. Did you ever find a fix for it or did it correct itself.

Thanks!

3 years ago

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captnemo

Regular Visitor

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12 Messages

I am having the same problem that you are experiencing. I to have done a self install of my new modem. The old modem was mine too. The device info page worked on the old modem but not on my new improved & comcast approved modem. Everything seems to work but that page won't load for me. Its been about 8 or 9 days since I installed the new modem. Did you ever find a fix for it or did it correct itself.

Thanks

3 years ago

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CCStephanieT

Contributor

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342 Messages

Hello @captnemo thank you for reaching out to us through our forum. Are you getting an error message when you try to access https://www.xfinity.com/support/devices ? 

I no longer work for Comcast. 

3 years ago

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user_eeba43

Visitor

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1 Message

Won't work for me either. No error message: the page never loads. It just shows the three dots as if the page is loading forever.

3 years ago

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CCMichelle

Problem Solver

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788 Messages

I am sorry to hear that you are having an issue reaching the my device info page. Are you having the issue on multiple devices? Is this happening like the others where when you are logged in you are having an issue accessing the site? What steps have you attempted so far to resolve this trouble? Is this the only website that you are having an issue getting to load? 

I no longer work for Comcast.

3 years ago

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captnemo

Regular Visitor

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12 Messages

3 years ago

If I login to my account page, click on devices at the top it will load my and shows my dvr model, extra tv box model, and modem model and shows monthly data usage. All devices work.

If i go to https://www.xfinity.com/support/devices the page does not load & the 3 dots go on forever. Never an error message. 

If I go to the xfinity phone app and go to connect; it shows my modem type and connected, shows the extra tv box connected and the dvr status unavailable. But all work.

So this leads me to believe something is not right on xfinity's end. I have restarted all devices. 

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CCChelseaA

Problem Solver

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637 Messages

Thank you for confirming that for us @captnemo!
As mentioned by my previous teammates, there are a few things we can try!
1) Testing out other browsers to see if the response differs
2) Have you cleared cache and cookies from the browser of your choosing?
Please let us know if you've given either of these a shot and the outcome if anything different! We look forward to hearing from you! 

I no longer work for Comcast.

3 years ago

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BruceW

Gold Problem Solver

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26.3K Messages

3 years ago

@captnemo wrote: "... I am having the same problem that you are experiencing ... Did you ever find a fix ..."

You appear to have misread my post. I made two points:

  1. The "Is It Down Right Now" site is not reliable
  2. I can reach https://www.xfinity.com/support/devices with no problem
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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nickp1

Contributor

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69 Messages

3 years ago

I hope this helps some folks because method has been working for me for the last week or so ( I use Chrome or Edge). For me the list only shows up only when I am NOT signed into my account. When the (3) balls are searching trying signing out of your account while it is searching, for me the address request and speed required are then shown and when I fill in the info in immediately the list pops up of approved modems. And if I just paste https://www.xfinity.com/support/devices in my browser not signed into my account it takes me to the same page. All I can say it works for me.

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