gamez-jose's profile

Visitor

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1 Message

Sunday, May 8th, 2022 5:29 AM

Closed

Login loop

I was watching programs on the computer and laptop but I kept using the loop to log in both the username and password are login correct but why does not load up to watch Xfinity stream on desktop and laptop because of an issue for login loop over and over and over again on both devices.

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Problem Solver

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513 Messages

3 years ago

Hi there, @gamez-jose. Thank you for creating a post. Just to clarify, you are having issues logging in to the Xfinity Stream website because when you log in, it continues to loop on the login screen? May I ask what type of troubleshooting you have done? Have you cleared your cache and cookies? 

Visitor

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1 Message

3 years ago

This is the same answer I get over and over. Clearing cache and cookies doesn’t change anything. This problem has persisted for over a year.  It would be nice if an Xfinity engineer looked into this and fixed it. 

Official Employee

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292 Messages

Hello, @Sarah100, thanks for reaching out and letting us know you are also having the same issue with the Stream app. What browser are you using? Is it multiple browsers that are experiencing the inability to play the content? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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9 Messages

can anyone help me please

Visitor

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9 Messages

how do i get off sign in loop PLEASE HELP ME 

Official Employee

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1.1K Messages

Hello @SilverBandit, thanks for reaching out for help with your Xfinity streaming services. By chance have you tried things like clearing your cache and cookies, using a different browser, or a different device? 

If you have tried a different device, is this happening on all your devices or just one?

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

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1 Message

I've tried all of these things and nothing is working (this is the login loop for the app). What do I do now?

Visitor

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1 Message

3 years ago

I am unable to login to the xfinity mobile app. When I try, the app directs me to a mobile browser that indicates that I am already logged in and presents a "continue" button. When I click on the button, it redirects me to the same page. I have tried logging in on Android and iPhone. I disabled the Chrome browser to force the app to use a different browser and had the same experience.  I have no problem logging into my xfinity account on the computer or phone, however, xfinity directs me to the app whenever I attempt to activate internet service. I have tried clearing browser cache and following prompts through the link provided. I tried linking my account as well. I've been waiting a few hours for a response back from customer service via phone and text and the automated assistance does not present any solutions to assist.

Its astonishing to me that something as fundamental as activating internet service requires an app and even more astonishing that the login experience with that app would be so critically flawed without responsive support.  Xfinity was quick to bill me for the service and never ceases to market and "recommend" endless services but is absent and distant when I try to get support. I can pick up the phone now and get in contact with someone who wants to sell me something but have been waiting hours for help with getting those products activated. 

(edited)

Retired Employee

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1.4K Messages

Thank you for taking the time to reach out and being part of the Xfinity family, @wakejr. I'm so sorry you're having login issues. I'd be more than happy to look into this for you. It does sound like it could be an issue with your UserID, so I'll need to take a look at your account to see what's going on. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Visitor

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1 Message

@XfinityAntoine​ Hello, I am also unable to activate my wifi account due to being stuck in a login loop on the mobile device. How can I solve this issue?

Official Employee

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455 Messages

Hello @user_cff050, and thank you for reaching out over our Community platform page. I am sorry to hear that the online process is giving you so much trouble. You have come to the right place for everything Xfinity. I would be happy to take a look at your account to see what's going on. Before we get started, 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.

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

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2 Messages

3 years ago

I too is experiencing same problem as  @wakejr​ I'm one week new to Comcast I was on the phone with the Comcast service technician they had me change my password three times I even tried it on four devices three Android devices and one iPhone and still the same problem they try to charge me for a technician to come out because I can't order a technician to the app and I'm like listen to what y'all saying like I'm calling y'all because I can't use the app so why would y'all try to charge me if I can't use the app so they finally waved it and send a technician out for free he was able to activate my service but could not fix the mobile app because he too was also stumped on the app he even tried changing the passwords as well and have the same problems on multiple devices to the point that he don't want to admit it but me already knew that it's not me or my devices is something wrong with the service on the app itself.. I still don't know what Comcast have to offer on this purple app because I don't even know what it looks like on this video I provided that I upload on my Google photos to share This is all I get out of the app but at least I got my internet service though

https://photos.app.goo.gl/uvAi9v3FBXQb3ABv5

Visitor

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2 Messages

@Jbchemmie​  I found the fixed solution to this ...

 Apparently if your logging in with your email it won't be go through your email server an initial purpose of first set up as a recovery only...so instead login with out typing @xxxx.com what ever you email is. Example 

[Edited: "Personal Information"] 

Then. Your login is just 

Jbchemmie

Now when you type your password it going to say incorrect so you need to change your password note this login is different so just change it ... After changing it  you will be prompted to set up security questions and back up emails and after that it's fixed....your new login is the screen name to use for the apps not email

(edited)

Visitor

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3 Messages

3 years ago

I am also having a similar login loop issue. I cannot login to the app at all since I cannot proceed past entering my password, which it will keep asking for. I can login to the website on an internet browser, but run into the login loop if I try to access my account page. I have tried clearing my cache/history, as well as using my phone number to try to create a new account, which was a solution for someone on another forum post. I created this account in the process of ordering internet service, which seems to be the case for some others with this problem. Has anyone figured this out?

Problem Solver

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502 Messages

I'm sorry you're seeing this login issue, @user_307a84! This can sometimes be caused by a mix-up on which username to log in with, so let's check a few things to investigate.

Did you already complete your order for internet services? You should receive a confirmation email letting you know your order was complete! It can sometimes take up to 24 hours for this email to arrive after the order has been placed. 

Once you've received this confirmation email, I recommend using our helpful Xfinity ID lookup tool to make sure you have the right primary username to log in to the account.

Please let me know if this helps!

I no longer work for Comcast.

Visitor

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3 Messages

I have not received an order confirmation, only an email to verify my email address. I placed the order on Monday, so over 24 hours ago. When I use that ID lookup tool link it is just a confirmation screen that I verified my email.

Problem Solver

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502 Messages

How odd! Let's take a deeper look into this to locate your new account, @user_307a84 . Can you please send us a direct message with your first and last name and address?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (top right corner)
• 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.

Visitor

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2 Messages

3 years ago

Same problem.  Infuriating.  Clearing cache, cookies does nothing. Attempts to use the app lead to a request for login.  Following through opens a browser interface where you can log in.  Log in appears successful (using email address, user name, phone number all), but is not acknowledged by the app.  The app continues to request login - use of the app is impossible.

(edited)

Visitor

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3 Messages

@Achilles_Zeal​ I had to just re-submit my order to fix it. Seemingly the issue before was that I had an xfinity "profile" (so I had login info), but for some reason an actual account with a service was not created the first time I ordered. 

Official Employee

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1.5K Messages

Hello @Achilles_Zeal, we appreciate you taking the time to reach out to our team on Forums. Are you experiencing the issue with the app through a specific device? 

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

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2 Messages

Yes, it’s through the iPhone application

Official Employee

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1.5K Messages

Thank you for letting us know. There is a known issue with some customers logging into the Xfinity app. Our engineers are working on resolving the issue. We truly appreciate your patience while this gets resolved and apologize for the inconvenience. 

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
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