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user_d2032b
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1st Like

Visitor

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1 Message

Tuesday, March 16th, 2021 11:47 PM

Closed

App Not Working

I am a new customer. When I log into the app, it says ‘sorry, that didn’t go as planned’. I have been hitting ‘try again’ for 30 minutes. 

Question

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Updated 

4 years ago

1.6K

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user_0de635

Visitor

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1 Message

4 years ago

I’m not a new customer.  This is happening to me as well. I tried restarting and all troubleshooting options. Still says that. I would like some help with this. 

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CCAnna

Problem Solver

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874 Messages

@user_0de635, I am sorry to hear you have had problems logging on to the app. Thank you for going through some troubleshooting steps. I really appreciate your loyalty to Comcast. I would be happy to investigate further. Can you send me a private message with your full name and service address? To send a private message, click the chat icon in the upper right corner and select "Xfinity Support" when prompted. We look forward to hearing from you!

I no longer work for Comcast.

4 years ago

0

user_b69f5b

Visitor

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1 Message

4 years ago

I have used this app daily for at least a year and mine is now saying the same.

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user_2528c7

Visitor

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1 Message

4 years ago

Does anybody know how to unpause a device without using the app ?

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XfinityMarcos

Official Employee

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2.4K Messages

Hello, @, thank you for reaching out in our forum for help with your paused devices. The Xfinity app would be the only place to pause/unpause a device on your network. Are you having trouble using the app or just looking for an alternative? 

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

4 years ago

0

user_361f21

Visitor

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1 Message

4 years ago

I’m not a new customer.  This is happening to me as well. I tried restarting and all troubleshooting options. Still says that. I would like some help with this. 

1

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XfinityRay

Official Employee

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3K Messages

Hi, @user_361f21. Thanks for letting us know you are also experiencing this issue. I would be glad to run though some steps from my end to get this working again. Can you please send a chat message with your first and last name? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

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

4 years ago

0

buzzbomb

Visitor

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2 Messages

4 years ago

Welcome to the Xfinity App frustration group.  Are you, by any chance using the app on an Android device?  Mine works on my iPad, but not my Android phone.

(edited)

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CCAmir

Gold Problem Solver

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7.2K Messages

4 years ago

Hello user_d2032b, thanks for reaching out to us here with this concern. To get your app to working properly please remove the app from your device and then add it back and try signing in again. If this does not resolve your issue please go online and login to your Comcast account there to verify your credentials are active. Feel free to reach back out to me here if you need anything else. 

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user_44b34d

Visitor

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2 Messages

4 years ago

I have the same trouble.

Since I can not sign-in the app, I can not proceed any activation of my device....

How can I log in?

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XfinityEmilyB

Official Employee

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2.1K Messages

Thank you for taking time out of your day to reach out to us here, @user_44b34d! I love using the app every day to manage my service so I'd be upset if I couldn't log in! Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to take a look at what's going on with your login credentials. 

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

4 years ago

0

user_4e2e5f

Visitor

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1 Message

4 years ago

I am trying to activate my new Internet service and am getting this message on loop. Need help.

1

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CCAaron1

Problem Solver

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954 Messages

Hello @user_4e2e5f. I am sorry to hear that your are stuck in a loop when trying to activate your internet services and I would love to assist you. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

 

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the "Peer to peer chat" icon (upper right corner of this page) 

 • Click the "New message" (pencil and paper) icon 

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 

 • Type your message in the text area near the bottom of the window 

 • Press Enter to send your message 

I no longer work for Comcast.

4 years ago

0

lamaral

New Poster

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3 Messages

4 years ago

I am seeing the same issue right now. Need help.

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user_4db226

Visitor

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1 Message

4 years ago

I’m also having this issue. Seems like it’s recurring...so I honestly don’t know what’s more ridiculous. Forcing your users to download an app, or having the app come across the same bugs regularly. Chat site is also down with “bad gateway”. I can’t find a phone number anywhere but I have a feeling that if I did I would have to be on hold for a few hours. Can someone just help me? I would not be using this service if I had an alternative.

(edited)

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XfinityJeniece

Official Employee

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3.3K Messages

Hey there, @user_4db226, thanks for reaching out through our Xfinity Forums platform regarding the issues you are having with accessing our Xfinity app! We definitely apologize for the customer experience you have had with the app and want to help get the app running for you! You have reached the right place! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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

4 years ago

0

user_717336

Visitor

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1 Message

4 years ago

Am having the same issue. Please help.

1

0

XfinityThomasC

Official Employee

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2.6K Messages

Hello @user_717336 and thank you! I really appreciate you being a member of the Comcast Family!

Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support” in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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

4 years ago

0

user_a314bb

Visitor

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1 Message

4 years ago

Sorry, didn’t go as planned issue! Can’t even get the thing hooked up without issues. What do I need to do? 

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