mcbernalsf's profile

Regular Visitor

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4 Messages

Thu, Jun 4, 2020 4:00 PM

Can't Log In to Xfinity xFi mobile app for weeks now! (iPhone X)

I've been trying with no luck to log into the Xfinity xFi mobile app on my iPhone X. Was able to log in in the past but the last few weeks has me in an endless loop with no success. I enter my Xfinity ID and Password...then it takes me to a verification code page that I enter the code that was sent via text but then it goes back to the log in page and says "The Xfinity ID or Password you entered was incorrect. Please try again." I've tried everything (delete and redownload the app, turn on cookies, manually type in the ID and Password (vs. using the saved to keychain password entry). 

 

I'm able to log in via laptop to xfinity.com and the app on my ipad takes my ID and password just fine. It's just on my iPhone that I'm having this issue! So frustrating! It worked great a month ago on my iPhone! I see that others have had log in issues with no real resolution. 

Responses

Accepted Solution

Official Employee

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839 Messages

1 y ago

@mcbernalsf I wonder if you're able to clear the cache on your Safari browser on the iPhone X to see if that would potentially fix the issue. Not sure if the xFi app is leveraging it's own browser or Safari as part of that interstitial. 

 

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Visitor

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1 Message

Having the same problem with my cell phone when they switch to the new applications.can not get my email from my cell now.Use to have email on Home page.went to xfinity store they setup phone using chrome but don't have app showing email Application.

Official Employee

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201 Messages

Hi, @user_252893! I am sorry to learn about how you are having the same problem with accessing the Xfinity app. Thank you for patiently waiting for a response. Are you still experiencing this same issue at this time?

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Official Employee

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131 Messages

1 y ago

Hi, @mcbernalsf  I am sorry to hear you're having trouble signing into the xFi app on your iPhone X. Please do me a favor if possible and try to use any other phone as well and tell me will it let you sign in when you put the 2 step verfication code?  I have a spare iPhone X laying around so i will try to duplicate it to see if i am able to log in to the xF app on it and get back to you shortly.  

 

If others are saying they can't log in then it would depend on which device they are using because in most cases it would be a completely different issue then you are mentioning.  You stated it works by signing into the Comcast website and also on your iPad that tells me your log in info is correct as well.  Last question when you sign into your iPad it also makes you do the 2 step verification right? I need you to try to log in on any different device and do the 2 step verifcation and tell me if you are able to log in or if the same error comes up.  Thanks and i will get back to you once i try to duplicate the issue at hand. 

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Regular Visitor

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4 Messages

1 y ago

Hi Josh! Really appreciate the reply and suggestions. I did download and try logging in on my girlfriend's iPhone X and it worked there (with 2 step ID)...and I logged out and logged back in to my ipad using the 2 step ID and that worked there, too. I deleted the app from my phone, made sure all content blockers were turned off and turned on all cookies, etc. and I still get the same error issues on my phone when trying to log in (saying either a ID or password was incorrect after the 2 step ID code is entered). At this point, it's probably something with my phone (some random setting, etc) that's not allowing me to log in for some reason. I'll just use my ipad xFi version and that should be fine. If you think of anything else I should try, let me know, otherwise, I appreciate your help!

Regular Visitor

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4 Messages

1 y ago

Wow! That actually worked! I cleared my website data/cache from the Safari app on my phone (along with turning off content blockers/allowing for cookies/allowing for pop ups) and I was able to log in! At least now I'll know what things to turn off and on on Safari app if I have trouble logging in down the road! Thanks for all your help and follow through with this...much appreciated! You can officialliy close this ticket as it's been solved!

Official Employee

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839 Messages

1 y ago

Wohoo! Glad to hear that, hopefully it was just a temporary caching issue that won't appear again. Enjoy your services. 

 

Cheers,

Jon

 


@mcbernalsf wrote:

Wow! That actually worked! I cleared my website data/cache from the Safari app on my phone (along with turning off content blockers/allowing for cookies/allowing for pop ups) and I was able to log in! At least now I'll know what things to turn off and on on Safari app if I have trouble logging in down the road! Thanks for all your help and follow through with this...much appreciated! You can officialliy close this ticket as it's been solved!


 

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New Poster

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1 Message

9 m ago

What exactly did you turn off or turn on. I have the IPhone SE 2nd Gen. and cant seem to log in either.

Official Employee

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839 Messages

9 m ago

@Jujube22  please see above:

 

"I cleared my website data/cache from the Safari app on my phone (along with turning off content blockers/allowing for cookies/allowing for pop ups) and I was able to log in!"

 

Apple has instructions here:

https://support.apple.com/en-us/HT201265

I am an Official Comcast Employee.
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Regular Visitor

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5 Messages

8 m ago

i am having a similar issue on Iphone X iOS 14.0.1 trying to set up cellular on Apple Watch Series 6 watch OS 7.0.2.  

I click setup cellular, I get the xfinity mobile screen asking for user name and password.  I enter that information and get a text 6 digit verification code, i enter that code hit enter and i get sent back to the sign in screen with an error"The Xfinity ID or password you entered was incorrect.  Please try again."

 

I have cleared history and website data, allowed cookies.  Tried Safari as default, Chrome as default.  Reset password twice.  mobile app works, xfinity app works.  tried unistalling those apps.  Tried email, user ID, comcast.net email, phone number as"email, mobile, username".  Nothing works.

 

@ComcastJonathan @ComcastJosh 

Regular Visitor

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4 Messages

8 m ago

Hi. This is MCBERNALSF, the original poster to this problem. It had been solved in the past, but am having the same problems logging in that I originally had after updating the ios software to the latest version (14.0.1) on my iPhone X. I have done the same things that helped me log in before (read answer above in previous post) but doesn't seem to work this time around. It again puts me in the eternal loop of logging in, getting the code, it telling me my password and id is incorrect (even thought it works on the xfinity.com website to log into my account).

 

Hoping someone finds a fix to this. 

Regular Visitor

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5 Messages

8 m ago

Misery loves company. I’ll keep trying and post if anything helps. I have been directed by Xfinity mobile to go into an Xfinity office. I went in and they were able to add my watch to my account BUT could not help activate it....... I am now trying to message techs that are referenced in other threads to see if that helps.

Regular Visitor

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5 Messages

8 m ago

reposting here, as this thread is not realted to an apple watch, but it does explain how to deactivate tweo step verification, and that was my problem signing into xfinity app.  Try and turn off two step verification on your xfinity account.

 

 

UPDATE:  I am activated!!!

 

Here is what Xfinity Mobile Tier 2 tech Joshua did.

 

1) he had me go to xfinity.com/myaccount and sign in

2) go to SETTINGS tab

3) click Xfinity ID & Password on left menu

4) click EDIT link next to Two-Step Verification

5) click TURN OFF next to two-step verification

6) Go to Apple Watch app and go through steps to add cellular plan, but this time, it did not ask me for a verification 6 digit number and i went through the activation steps 1-4

7) the watch gave me an error saying that it failed to activate plan at this point but still listed xfinity mobile on watch app.

😎 Josua asked me to shut down the watch and restart

9) i then turned off bluetooth on my PHONE

10) turned off wifi on my watch

11) made a call on watch and it failed

12) tried again to make call on watch and it went through

 

I think #12 can take some time, so keep trying until it goes through.  man what a process to get a watch to activate.

 

Joshua was great and patient and explained that with these smart watches, its not possible for them to force an activation, you sort of need to eliminate reasons for it not to activate.  apparently phones with their sim card, you can force them to activate easier than with these watches.

 

Good luck.

 

 

Visitor

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1 Message

1 m ago

How is it that a login is not functioning!  I've tried multiple browsers and phones!!!!  Also how is it that you only have one route to activate.  That is incredibly moronic.  I have wasted so much time!!!!

ComcastAmir

Official Employee

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6.3K Messages

Hi user_0f51ac, you've come to the perfect place for getting help with signing in. To better assist you could you please send me a private message by following the instructions below.

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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

13 d ago

I can't even get into the app at all

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