Can't open xfinity app

When I try to open xfinity app the screen says web browser disabled on this device. My web browser is on and I am able to search the web. I just can't get into the xfinity app after the latest update.

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Responses

bobolink67

Visitor

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5 Messages

3 years ago

I am having the same issue that arose when I was sent a replacement Xfinity Gateway router. I followed instructions to use the Xfinity app on my cellphone to activate the router but was unable to use it as this was the screen that appeared on my iPhone once I tried to sign in using my username and password (both of which worked fine to sign into My Account app and also onto the Xfinity.com website, so there is nothing wrong with my credentials except trying to use this app).

Over the past 3 days I have spent well over 24 hours with dozens of Xfinity technical support people trying to resolve this.

I could only activate my replacement Gateway with the intervention of several techs online and on chat with it finally being activated after hours of effort and even then the speed was ~20 Mbps with a modem capable of 1200 Mbps. The phone service was not restored until I spent another few hours and several techs.

Days later and many calls/chats and two service calls to my house by Xfinity service technicians who each spent a few hours at my home and they called their supervisors, no one at Xfinity says they have any answer for resolving this.

I have been transferred to so many departments I have lost count.

I have spoken with an escalated support service for "Customer Assurance Security Group" and was assured my username and password were linked to my account, so that was not the problem.

I have spoken with the billing office to see if the replacement Gateway rounter's MAC address had not been registered with my account and have been told that was not the issue either.

I have deleted and re-loaded the Xfinity app on my iPhone dozens of times without this resolving it.

I have deleted the cache on my iPhone and turned off all blockers as had been suggested on this forum and that didn't work.

I have tried to sign in using another iPhone and iPad and same result and same screen as shown above with all devices.

I have changed my password and username and that has not helped.

When the screen appears, it says my internet service has been turned off which is not the case. I now am connected to the internet via an ethernet cable to the replacement Xfinity Gateway and have download speed of over 900 Mbps. When I test the Wifi speed on my iPhone that won't open the app it is 435 Mbps and also is clearly connected to the internet via the functioning Wifi coming from the Gateway.

All of the technicians say they cannot 'see' my Gateway or the three Xfi pods on the system when they access my account, but despite that, the internet and phone and cable service is working.

The issue I have is it is impossible to activate any of the 3 Xfi pods I have to extend the WiFi signal in my house as they can only be activated using the Xfinity app. No one at Xfinity can activate them either remotely online through my Xfinity Gateway or on site at my home. It has been bewildering to all of the dozens of Xfinity techs.

I have asked to be connected to speak with the software developers or team with the Xfinity app and was told I could not speak or chat directly with them, but my issue of not being able to sign in would be given a case number and in a few weeks I might get a message on my iPhone if the situation is resolved. Meanwhile, no other solution has been proposed by Xfinity.

If anyone reading my overly long post can help me I would be most appreciative.

XfinityArmand

Official Employee

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1.8K Messages

3 years ago

Hi there @Diane53! Thanks so much for taking the time to reach out to Comcast here on our Community Forum! We are so glad to hear from you and ready to assist in any way that we can with this issue. We fully understand how important it is to have features and apps that function properly. No worries! We're going to have you back up and running in no time. Can you tell me if you are accessing the app on an Apple or Android device?

Xfinity App

Diane53

Can't open xfinity app

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bobolink67

XfinityArmand

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