B

Visitor

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5 Messages

Sun, Oct 17, 2021 5:34 PM

Can't log in on in-home wifi - Oauth issue

I haven't been able to log into my xfinity account via the website or apps on any device when connected to the in-home wifi network for over a week now. I get the Oauth time out message when I try. However, I am able to successfully log in through my cellular network.

I have an xFi gateway (This is a new one over the summer) and powercycled it to no avail. I also factory reset the modem and that did not work either. I saw this usually worked on other forums.

Is it possible that I may need a replacement modem?

-Bert

Accepted Solution

XfinityEthan

Official Employee

 • 

523 Messages

2 m ago

Hi, @bertng33. Thanks for the details on your login issue! There is a known issue and this could be related. A new modem most likely would not help, but I would like to put in a ticket to bring awareness. Our engineering team is looking into the issue and tickets help based on the specifics provided. For your computer device, what operating system and browser are you using for website login?

Visitor

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5 Messages

@XfinityEthan 

Windows 10

Chrome browser 

XfinityEthan

Official Employee

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523 Messages

Great, thanks! I have it completed and you may receive a text message in an hour or so. Let me know what you receive and if the problem still persists. These steps I took right now are everything we can do to see if it can be resolved without waiting for the backend fix. I will keep an eye on the issue as well and follow up if I see an update. Thanks for your time!

I am an Official Xfinity Employee.
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Visitor

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5 Messages

I received the completed process text, but I still cannot log in. 

XfinityEthan

Official Employee

 • 

523 Messages

Did the text ask you to respond if the issue is still ongoing?

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

Visitor

 • 

5 Messages

Yes, spoke with the rep a couple of times last night. She couldn't get it to work with her set of tools. She said that there is backend work estimated to be complete by the 21st and will monitor progress. 

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