Visitor
•
1 Message
Xfinity iOS App Login Error – Safari Authentication Succeeds but App Returns “Unexpected Error” and Gets Stuck
I need this escalated to the Xfinity app/technical engineering team. I have already spent several hours with phone support and have gone through multiple agents without a resolution.
The problem is specifically with the Xfinity iOS app on my iPhone.
Here is what I have confirmed:
• My Xfinity account logs in successfully through Xfinity.com on this same iPhone.
• My exact Xfinity account works normally in the Xfinity app on my wife’s iPhone.
• I tested a completely different Xfinity account on my iPhone, and it produces the exact same problem.
• The Xfinity app opens Safari for authentication.
• I enter my username and password successfully in Safari.
• Safari then sends me back to the Xfinity app.
• Immediately after returning to the app, I receive: “Something went wrong — There’s been an unexpected error. Please try again.”
• After this happens, the app becomes stuck on that error screen. There is no Sign In button, back button, exit option, or way to restart the login process.
• The only way I can get the Sign In screen back is to completely delete the Xfinity app and reinstall it.
• I have already deleted and reinstalled the Xfinity app multiple times.
• I cleared Safari history and website data.
• I tested Wi-Fi and cellular data.
• I installed Chrome and made Chrome the default browser.
• I reset Network Settings on the iPhone.
• The problem remains exactly the same.
This is therefore not an Xfinity username/password problem and does not appear to be an internet connectivity problem. It appears to be an iOS Xfinity app authentication/session/redirect problem on this particular device.
Please do not send me through another password reset, app reinstall, or basic troubleshooting procedure. I need this escalated to the team responsible for the Xfinity iOS app/authentication system.
Please also investigate whether there is a stuck device registration, authentication session, OAuth session, or security flag associated with this iPhone that can be cleared from your side.
Please provide me with an escalation/ticket number and document this information in the case notes so I do not have to repeat the entire troubleshooting history to another agent.
XfinityJon
Official Employee
•
1.8K Messages
2 days ago
Good afternoon user_rt10i9. I appreciate the information you have provided so far. I will be happy to look into this further.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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 and press Enter to send it.
0
0
user_1ep2up
Visitor
•
1 Message
1 day ago
I am having the same problem. Can an xfinity support specialist just fix this from here? Or do each of us customers have to go through the extra hoops to fix the account issues. Also, the chat directed me to my service plan and it just keeps loading on a loop. Is there someone from support looking into these issues?
1
0