U

Visitor

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1 Message

Tue, Mar 16, 2021 11:47 PM

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. 

Responses

Visitor

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1 Message

2 m 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. 

ComcastAnna

Official Employee

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100 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 am an Official Comcast Employee.
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Visitor

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1 Message

2 m ago

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

Visitor

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1 Message

2 m ago

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

Official Employee

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184 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 Comcast Employee.
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Visitor

 • 

1 Message

2 m 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. 

Official Employee

 • 

185 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 Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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2 Messages

2 m 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)

ComcastAmir

Official Employee

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6.3K Messages

2 m 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. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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2 Messages

1 m 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?

Official Employee

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77 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 Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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