GrannyW's profile

Contributor

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20 Messages

Sunday, October 25th, 2020 9:00 AM

Closed

Questions about problems logging in to my Xfinity account on my computer

For the past week or so, maybe longer, I have *not* been able to login to my XFinity account on my computer.  My internet service is running fine.   Today, I decided to try to figure out why I couldn't get logged in an I eventually received a "oauth.xfinity.com took too long to respond" message in Mozilla Firefox.   Emptying the browser cache and cookies didn't help.   Eventually, I found this discussion thread:

https://www.reddit.com/r/Comcast/comments/boytmi/unable_to_log_in_oauthxfinitycom_took_too_long_to/

which suggsted restarting the cable modem.   Once I did that, I was able to login to my account without issue.  So, I have two questions about this:

1)  Why would I need to restart my cable modem to resolve the login issue?  I'm using a third party cable modem I purchased last year.  It's an approved modem but not one from Comcast.

 

2)  Why isn't restarting the cable modem mentioned anywhere in this, troubleshooting thread:

https://forums.xfinity.com/t5/Sign-In-and-Account-Management/Top-Troubleshooting-Scenarios-START-HERE-BEFORE-POSTING/td-p/3366881

Thanks in advance!

Official Employee

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839 Messages

4 years ago

Thanks @GrannyWilliams for the suggestion, we'll add it in the troubleshooting steps. 

 

We'll forward your case to our developers, because in-home WiFi/network authentication issues should typically not require a reboot, so we'll need to take a closer look to determine why it happened in the first place (this is the goal of our Identity product team - to fix things at their source).

Contributor

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20 Messages

4 years ago

Thanks for the reply!  Sorry for not being more clear, in my original message.  The login issue happens when I try to login to my XFinity account using my browser.  This isn't a "WiFi" login issue of any kind.  My computer uses Ethernet to connect to my router and out to the internet.  When I point my browser at the XFinity website so I can login to check my bandwidth usage, for example, I was encountering the issue I described above.  That is until I restarted the cable modem.

 

I agree that it's odd that I needed to restart my cable modem to be able to login to the XFinity website, but you can see, from the disscussion on Reddit, that I wasn't the only one experiencing this.

 

Thanks!

Official Employee

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839 Messages

4 years ago

Thanks for the heads up! I should've qualified "In-home wifi" was one of the use cases of the broader in-home network authentication including the one you had of connecting through ethernet.

 

I'll let you know if I hear of any updates, those Reddit posts are a year old and there may have already been correlation/fixes in the past, so I wouldn't lump your case per se with theirs, a lot of similar symptoms may have different root causes. 

Regular Visitor

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2 Messages

4 years ago

I was experiencing the exact same behavior as @GrannyWilliams. In addition, the Comcast Business app on my phone was consistently failing to launch due to a "network error." Moreover, following the advice in the Reddit thread, the situation was resolved by briefly powering off my Arris SB6183 modem and the router behind it.

 

The router's IPv4 and IPv6 addresses were identical before and after the power cycle. The only thing that changed was how the DNS name "oauth.xfinity.com" resolved.

 

Before the reboot, it resolved to "oauth.g.xfinity.com" at 2001:558:fe16:109:96:114:156:145. I could not successfully ping this address, either before the reboot or now.

 

After the reboot, it now resolves to "oauth.g.xfinity.com" at 2001:558:fe21:38:162:150:57:167. I can successfully ping this address.

 

Hopefully this gives you some more data to work with.

Contributor

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20 Messages

4 years ago

Thanks @Scott_NJ for posting that DNS information. I'll conduct some DNS related tests to see what I can figure out.  After I started this thread, I _was_ able to access my Comcast account but something happened such that I can't again.  It's good to know the information in the Reddit thread (namely restarting the modem) still applies.

 

 

New Poster

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1 Message

4 years ago

To verify we are/were having the same issue.  We also have a non-rental modem, and by resetting (via power reboot) and now can login to account.  

Perhaps there is a timeframe around a security signing boot signal that times out on non-Comcast equipment?  

 

Either way anyone searching for this issue should know the power reboot will work!  

 

Thanks for starting this thread.

Contributor

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20 Messages

4 years ago

@CastleInTheSkyYes, you're correct.  I'm using a third party, non-Comcast issued cable modem.  I don't know if this behavior is restricted to non-Comcast issued cable modems or not but turning the modem off and back on seems to be the current workaround.

Official Employee

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839 Messages

4 years ago

Hey can you all let me know which modem models and firmware numbers everyone is using? Thanks!

Regular Visitor

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2 Messages

4 years ago

I'm using a self-purchased Arris SB6183 with firmware "D30CM-OSPREY-2.4.0.1-GA-02-NOSH". The problem has not occurred since my last posting; I leave this modem on 24/7.

Contributor

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20 Messages

4 years ago

I'm using a Motorola MB7420 with firmware version 7420-5.7.1.28.

 

Thanks!

New Poster

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1 Message

4 years ago

Wow. Rebooting the cabel modem actually works. I've had this xfinity/oauth issue for a couple of years, and could never figure out why connecting to the oauth server would timeout. Based on the other comments here, it sounds like their oauth server changes ip addresses regularly, but the prior IP is cached somewhere along the path. Perhaps in the cabel modem itself?

Contributor

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20 Messages

4 years ago

Glad that information is helping.  Given this is happening with a variety of different cable modems, I would be surprised if they all cached addresses unless that's part of the DOCSIS spec or something.  I'm still baffled as to why rebooting the cable modem seems to correct the issue.

 

Since starting this thread, I started rebooting my cable modem at the beginning of each month.  I haven't had any problems logging in to my Comcast account at all.

 

Happy New Year to everyone!

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