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user_76d9c5
1st Topic

Visitor

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4 Messages

Thursday, August 25th, 2022 7:14 PM

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Can't log into app to activate service. Getting "Sorry We're Having Some Trouble Error".

Hi,

I'm currently trying to log into the app so I can activate my service. However, I keep getting this "Sorry We're Having Some Trouble Error". When I call Xfinity, the automated customer help has no solution, and I requested a callback which ran into an error on the website too. Could I please get some help with this?

Question

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Updated 

3 years ago

2.5K

12

0

XfinityAnthonyT

Official Employee

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1K Messages

3 years ago

Hey there, happy to look into things for you! What day did you set your services to turn on? If it is in the future from today, you won't be able to get into the app until it has turned on. 

10

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user_76d9c5

Visitor

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4 Messages

@XfinityAnthonyT​ Where can I check this? I don't remember it being an option when I was signing up for the service.

3 years ago

0

CCKyla

Problem Solver

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411 Messages

I can check for you! Can you please reach out privately so I can collect your account information? You can do so by following these steps: 

  1. Sign in to the community.
  2. Click the message count or envelope icon to go to your Private Messages Inbox.
  3. Click the New Message icon.
  4. Enter the recipient's name in the Send to field.
  5. Type the reply in the Message box.
  6. Click Enter to send your message.

I no longer work for Comcast.

3 years ago

0

user_76d9c5

Visitor

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4 Messages

@XfinityKyla​ I'm trying to message you but your username isn't popping up when I try to enter the recipient's name. I've tried every variation of XfinityKyla, and nothing is coming up. Would you be able to message me?

3 years ago

0

XfinityKei

Official Employee

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1.6K Messages

Hi @user_76d9c5, I'm sorry to hear you're having an issue with sending us a private message. Our apologies as we are unable to message you directly. 

Please click here DM Example to see the steps to send us a private message. 

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

jimgerber

Visitor

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3 Messages

@XfinityAnthonyT​ , I am replying here because I don't see a DM icon on this page, even though I am signed in. I am having the same problem with accessing mobile account information, I keep getting the Sorry About This, Refresh or Try Again Later screen, either on the mobile app or using a browser. I am an internet/TV customer and can access all of that, and my phone works, but when I try to sign in on the app or click the mobile icon on my Xfinity page, I get the aforementioned error screen. This has been the case ever since I switched to Xfinity mobile six months ago. Please help.

3 years ago

0

user_e3b114

Visitor

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1 Message

3 years ago

I also am trying to sign into the app as my appointment for internet installation is today. I have no idea how I will be able to acfivate this

2

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user_7598c2

Visitor

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4 Messages

@user_e3b114​ Directly contact to Xfinity !

3 years ago

0

CCKorie

Problem Solver

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1.1K Messages

Hey there, @user_e3b114. How did your appointment go? Were you able to get the internet installed? 

I no longer work for Comcast.

3 years ago

0

XWolfe

Visitor

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1 Message

3 years ago

I am also having this problem, please reach out

1

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CCKrystal

Problem Solver

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385 Messages

Thank you, @XfinityWolfe.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at the app issues you are experiencing.

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://comca.st/3eXtBdr
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
•  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
•  - An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast.

3 years ago

0

JaMyaD12

Visitor

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1 Message

3 years ago

I’m having the same issue . I am unable to sign in to the Xfinity app so I could activate my device for use. I keep receiving the “Sorry we’re having trouble page . I have an appointment for a technician to visit tomorrow but how am I supposed to activate it 

0

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user_2012c0

Visitor

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1 Message

3 years ago

I had a technician show up and configure the internet and cable lines, but I still can’t log into the app to setup. My appointment was from 8am to 10am today and it is 9:45am and I still can’t log into the app to setup my account. Can someone please help, or do I have to wait until after my appointment time has ended?

1

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XfinityPaula

Official Employee

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1.5K Messages

HI @user_2012c0 Thank you for sharing the trouble you had with the app and activation. I would love to help out if someone else hasn't already. Please send us a direct message with your name and service address.

Please send us "Xfinity Support" a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

user_65f1f3

Visitor

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1 Message

3 years ago

My equipment was delivered today. The original date it was to arrive was 9/16. I’ve set up the modem but I am also not able to log into the app. It keeps saying, “Sorry, we’re having some trouble.” 
Is there an issue with the app being down. It looks like several people can’t get into the app. 

1

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CCRobert

Official Employee

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455 Messages

Hello @user_65f1f3 I am sorry to hear that you are having issues with logging into the app. Can you tell me if you are having the same issue on all of our Xfinity apps? 

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

3 years ago

0

user_a50a96

Visitor

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3 Messages

3 years ago

I am also having this issue. 

0

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user_a61a86

Visitor

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1 Message

3 years ago

how do i fix the app it says sorry we are having trouble

1

0

CCXavier

Official Employee

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695 Messages

Hello, thank you for reaching out to us. Are you still needing assistance with your app?

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

3 years ago

0

user_c71164

Visitor

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1 Message

3 years ago

Same issue. Is there an answer?

0

0

Jim2_G

Visitor

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2 Messages

3 years ago

I got help by calling Xfinity Mobile tech support.

1 (888) 936-4968

1

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user_d1d0ec

Visitor

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1 Message

@Jim2_G​ Hi, did they actually resolve the issue of not being able to access mobile account data and devices? Thanks

3 years ago

0

user_5d5015

Visitor

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1 Message

3 years ago

I have the exact same problem.

0

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user_77c438

Visitor

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1 Message

3 years ago

Got the exact issue. 

1

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CCTimothyA

Problem Solver

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785 Messages

@user_77c438 I am sorry that you are having the same issue Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

I no longer work for Comcast.

3 years ago

0

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