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user_0116de
1st Topic

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1 Message

Tuesday, November 15th, 2022 9:16 PM

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Xfinity TV Remote App Stopped Working

The Xfinity TV Remote app recently stopped working. I use the app frequently to change the TV channel for my dad - he had dementia and is unable to select channels on his own.

When selecting a channel on the app, an error message appears that reads, “Our services are telling us something went wrong. If your TV didn’t tune as expected, please give it another try.”

My iPhone is updated to the most recent software, and I have the most recent version of the app. I have tried deleting the app and redownloading it; I have also tried logging out of my account within the app and then logging back in. We have also tried using the app on a different device. We continue to get the same error message.

This app is crucial to my dad‘s ability to live independently - if app functioning is not restored, we will likely have to look for a different service.

Question

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Updated 

2 years ago

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user_32ef36

Visitor

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1 Message

2 years ago

I have been having the same problem and when I have tried to contact Xfinity about it, their advicebot has proven to be woefully unhelpful

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CCErika

Problem Solver

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339 Messages

user_32ef36

 

Have you tried any of the steps the specialist above provided? We are happy to help. 

 

I no longer work for Comcast.

2 years ago

0

CCBrandon1

Problem Solver

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770 Messages

2 years ago

Hello, and thank you for reaching out for help with the Xfinity Remote App. I can understand the need to have a working app, and we are happy to know you have been using our amazing apps. It is important to help get this resolved. Here are steps to help get the remote app working on iPhone and Android. It is important to note:

  1. If you have an Apple device, once logged in, select your preferred TV box by tapping the icon in the upper left corner.
  2. You can visit Settings to select a default TV box. Be sure that your TV Box and TV are both turned on. When your eligible TV Boxes are displayed on the app, a message can be sent to your TV Box by clicking "TEST" to match the name listed on the Xfinity TV Remote app.
  3. Tap on each TV Box to enter a name that you'll be able to remember in the future for controlling your TVs.
  4. If you have more than one eligible TV Box, go through the same process for each TV Box in your home.
  5. If you have an eligible DVR on your account, DVR Manager will also be activated so that you can schedule recordings from your device.

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user_b5e07d

Visitor

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1 Message

2 years ago

I have also escalated this problem since Monday,  SO far NOTHING WORKS ON THIS APP

5

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CCAbbie

Problem Solver

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1.4K Messages

@user_b5e07d Sorry to hear you are having issues with the remote app as well. Can you provide us with the details regarding the issues you're experiencing and what troubleshooting steps you have taken so far?

I no longer work for Comcast.

2 years ago

0

user_ff0ec7

Visitor

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1 Message

Having the same issue and I’ve tried all the steps mentioned.

2 years ago

0

XfinityJanelle

Official Employee

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1.2K Messages

@user_ff0ec7 Thank you for reaching out on the Xfinity Community Forums. Have you uninstalled and reinstalled the TV remote app recently? Also I would recommend clearing the cache in the app through the settings on your phone.

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

2 years ago

0

user_a65d8e

Visitor

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1 Message

I am having same issue. When I click on the devices button in the upper left hand corner, I see three devices but the three in the Xfinity TV remote app are not the same devices that show up on my account. I cannot get the TV remote app to work.

2 years ago

0

CCEdgardo

Problem Solver

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513 Messages

Hi there, @user_a65d8e. Have you attempted any of the steps above? 

I no longer work for Comcast.

2 years ago

0

user_1a1648

Visitor

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1 Message

2 years ago

What a joke this overpriced service is. I'm getting the same “Our services are telling us something went wrong. If your TV didn’t tune as expected, please give it another try." message. Nothing works, not even calling Xfinity. I was asked 3 times now by the representative to uninstall and reinstall the app and was spoken to like I'm an idiot. The rep actually chuckled when I told him about this forum and that people have been having this issue for over a month. It's not his problem, it's an IT issue. It's disgusting how much we pay for these services. The only company worse than xfinity is Ticketmaster 

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