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user_ff335e
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Tuesday, February 25th, 2025 1:29 AM

Xfinity Home & Philips Hue - no longer working together?

Do the Philips Hue bridge and lights no longer work with Xfinity Home?  Recently, I've had issues with the Xfinity Home app indicating that my Philips Hue lights are "troubled" and are no longer synced with the Xfinity Home app.  I've tried resyncing the lights with the Xfinity Home app multiple times. In a fit of desperation, I removed the Philips Hue bridge and lights from Xfinity Home. I then tried adding the Philips Hue bridge and lights to Xfinity Home and keep getting this message, "We were unable to connect your account. Please exit the flow and try again later." I've also gone into the Philips Hue app to see if I can connect with Xfinity Home but it's not one of the smart home options.  The Philips Hue bridge is connected via a wired connection to the Xfinity gateway.  

I've had Xfinity Home for many years but at this point, I'm feeling really frustrated as I've had multiple issues with the system over the past few months.

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8 days ago

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XfinityJohnG

Official Employee

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1.6K Messages

2 months ago

Thank you for reaching out to us here @user_ff335e. I can certainly understand the frustration with the lights not working. When I go to the https://www.xfinity.com/support/articles/works-with-xfinity-xfi-devices site I do see the information on Phillips Hue lighting: 

  • All lights on the website are supported, excluding the tap switch
  • Hue Bridge v2 (version 2) is required

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daisies4

1 Message

10 days ago

I’m having the same issue. Have you been able to resolve it?

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XfinityChristy

Official Employee

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1.9K Messages

 

daisies4 Hello, and thank you for reaching out to us regarding the issues you're experiencing with your Philips Hue bridge and lights within your Xfinity Home system. We understand how frustrating it must be to have your smart home integrations disrupted. We truly apologize for the inconvenience this has caused you.
 

To help us better understand the situation and provide the most effective solution, we have a few follow-up questions:

  • When did you first notice the "troubled" status of your Philips Hue lights in the Xfinity Home app?
  • Have you made any recent changes to your network configuration, such as updating your Xfinity gateway firmware or changing your Wi-Fi password?
  • Besides the Philips hue lights, are you experiencing any other issues with your Xfinity home system, or any other smart home devices?
  • When you attempt to reconnect your Philips Hue bridge to Xfinity Home, are you doing this through the Xfinity Home app on a mobile device or through the Xfinity Home web portal?

 

I want to assure you that I am committed to resolving this issue promptly.

 

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8 days ago

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